Reservations Ambassador

The Hosteller, a chain of backpacker hostels, offers the perfect pit-stop for global and local travelers. It is one of India's fastest-growing hostel chains, uniquely designed to provide 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
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• 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

• 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.