Reservations Executive

1 day ago

Mumbai India The Hosteller Full time

Job Description

Job brief:

The Hosteller, a chain of backpacker hostels with 60+ hostels across India currently, is the perfect pit-stop for global as well as local travelers to relax, rejuvenate, and experience Indias 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 Associate/Executive

Location : Head office, Mumbai

Key Responsibilities :

- Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns
- Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information
- Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary
- Coordinate with the reservations team to ensure seamless handover of guest information and payment details
- Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue
- Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty
- Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences
- Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests
- 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 experience
- Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance

Qualifications and Skills:

- Previous experience or an internship in hospitality, customer service, or a similar role is a plus but not required.
- Strong written and verbal communication skills, with the ability to convey clear and professional information.
- Excellent interpersonal skills and the ability to build rapport with guests and team members.
- Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
- Comfortable using various technology tools like email, chat systems, and reservation software.
- Ability to work independently and collaborate well with others in a team-oriented environment.
- Knowledge of local attractions and the hospitality industry would be beneficial.
- Flexibility to work various shifts, including weekends and holidays, as needed.

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