Reservation Executive
4 weeks ago
Job Title: Reservation Executive
Location: Gurugram, Haryana, India
Department: Reservations
Reporting to: Head of Reservations
About Us:
Everest Base Camp, Mussoorie, is a premier luxury glamping resort nestled in the scenic hills of Uttarakhand. Renowned for delivering a bespoke experience amidst nature’s beauty, we are committed to creating memorable stays for our guests. As a Reservation Executive, you will play a key role in representing the resort's brand and ensuring a smooth booking experience for our clientele.
Job Overview:
The Reservation Executive will be responsible for managing inbound and outbound inquiries, assisting guests with bookings, processing reservations, and providing exceptional service at every touchpoint. This role requires a high level of attention to detail, communication, and problem-solving skills to ensure our guests experience seamless booking and stay arrangements.
Key Responsibilities:
Manage Reservations: Handle reservations through direct calls, WhatsApp messages, Instagram, Facebook, and emails.
Guest Communication: Ensure prompt and professional responses to all inquiries, maintaining a warm and helpful tone in alignment with our brand’s standards.
Booking Process Management: Process bookings by gathering required information (e.g., guest details, payment method, special requests) and updating them on our Property Management System (Ezee PMS).
Availability and Rates: Check room availability and rate details, and assist with providing accurate quotations and special offers.
Payment Collection: Manage payments through UPI, bank transfer, and Razorpay; follow up on payments, and provide assistance for any payment-related queries.
Follow-Up and Conversions: Conduct timely follow-ups with guests who have not yet confirmed their bookings, aiming to convert inquiries into confirmed reservations.
Cancellations and Modifications: Handle requests for changes or cancellations per our policy and guide guests on alternative options if required.
Coordination with Operations Team: Ensure seamless communication of special requests or booking specifics to the operations team.
Coordination with Marketing team: Clear feedback on quality and quantity of incoming leads.
Documentation and Reporting: Maintain accurate records of all bookings, track reservation KPIs, and provide reports to the Reservations Manager as needed.
Qualifications:
Bachelor’s degree in Hospitality, Business Administration, or a related field.
A minimum of 2-3 years of experience in a reservations role within the hospitality industry is preferred.
Strong verbal and written communication skills.
High proficiency in MS Office Suite and familiarity with PMS systems (experience with Ezee PMS is a plus).
Excellent organizational skills and attention to detail.
Ability to work in a fast-paced environment and manage multiple channels of inquiries.
Employment Terms:
Probation Period: 4 months at half salary.
Post-Probation Contract: Upon successful completion of the probation period, the executive will be offered a 1.5-year contract.
Joining Bonus: A joining bonus equivalent to the withheld half-salary from the probation period, disbursed upon signing the contract.
Why Join Us?
Competitive salary package post-probation with performance-based incentives.
Exposure to a luxury hospitality brand with a dynamic work environment.
Growth and career development opportunities within the organization.
Work in a collaborative and supportive team committed to high standards in guest experience.
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