Reservations Executive

2 days ago

Delhi, India The Hosteller Full time
Job brief:

The Hosteller, a chain of backpacker hostels with 50+ hostels across India currently, is the perfect pit-stop for global as well as local travelers to relax, rejuvenate, and experience India’s rich heritage while not worrying about a clean, safe, and smart place to stay. It is one of the fastest-growing hostel chains in India that is uniquely designed, filled with activities and experiences for travelers to enjoy, and offers quality budget accommodation.

Job Role: Reservations ExecutiveDuration: Full timeLocation: Head office, MumbaiWork Ex: 0-1 years of relevant experience

Key Responsibilities

Guest Communication:Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concernsEnsure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant informationHandle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary

Reservation Management:Review incoming reservations to verify accuracy, completeness, and compliance with hotel policiesCollect reservation amounts or deposits from guests to secure bookings and minimize no-showsCoordinate with the reservations team to ensure seamless handover of guest information and payment details

Upselling and Cross-Selling:Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenuePromote hotel loyalty programs, special offers, and packages to encourage guest participationand loyalty

Relationship Building:Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferencesMaintain a guest database with accurate and up-to-date contact information, preferences, and special requests

Reporting and Analysis:Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experienceGenerate regular reports on pre-arrival activities, including guest communication, conversionrates, and upselling performance

Qualifications and Skills:

Previous experience in the hospitality industry, particularly in reservations, guest services, or a related customer-facing roleExcellent communication skills, both verbal and written, with the ability to convey informationclearly, professionally, and conciselyStrong interpersonal skills, with the ability to build rapport, and handle guest inquiries or complaints with empathy and professionalismDetail-oriented and organized, capable of managing multiple tasks simultaneously while maintaining accuracy and meeting deadlinesFamiliarity with reservation systems and customer relationship management (CRM) softwareProficiency in using technology, including email, chat, and reservation management systemsAbility to work independently as well as collaborate effectively within a teamKnowledge of hotel policies, services, and local area attractionsFlexibility to work varied shifts, including weekends and holidays, based on operational needs

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