Reservation Associate

Job Description:

The Reservation Executive is responsible for managing and processing reservations for hotels, resorts, and villas handled by the company. This role serves as the key link between property owners (clients) and customers, ensuring every booking is accurately managed and every guest inquiry is handled with efficiency and care. A strong focus on OTA (Online Travel Agency) management and customer communication is essential.

Key Responsibilities:

Reservation Management:

• Handle incoming reservations through OTAs, direct channels, and partner platforms.
• Update and maintain accurate booking information across all systems.
• Manage room inventory, pricing, and availability to maximize occupancy and revenue.
• Process booking confirmations, amendments, and cancellations promptly.
• Verify payment details, coordinate invoices, and ensure all reservation data is recorded correctly.

Client Communication:

• Communicate professionally with property owners and travel partners regarding availability and booking updates.
• Confirm bookings, share itineraries, and coordinate special client requirements.
• Maintain ongoing relationships with clients to ensure smooth operations and service satisfaction.

Client Coordination:

• Work closely with hotels, resorts, and villa management teams to confirm bookings and ensure readiness before guest arrival.
• Coordinate with suppliers and partners for rate plans, room allocations, and promotions.

Customer Service:

• Assist customers via phone, email, or WhatsApp with inquiries, changes, and cancellations.
• Provide a helpful and positive experience throughout the booking process.
• Resolve customer issues promptly while maintaining brand professionalism.

Administrative Duties:

• Maintain up-to-date reservation records and assist with daily, weekly, and monthly booking reports.
• Ensure all operations comply with company policies and standards.

Collaboration:

• Work closely with the marketing and sales teams to support campaigns and promotional offers.
• Share insights on customer feedback, booking patterns, and market trends with the management team.

OTA Management (Added Advantage):

• Manage listings across major OTAs such as Airbnb, , Agoda, Expedia, and MakeMyTrip.
• Update property descriptions, images, rates, and promotions consistently.
• Ensure rate parity and maximize online visibility through content optimization.
• Monitor OTA analytics and performance reports to track conversion and occupancy.
• Resolve any OTA-related issues promptly to maintain listing accuracy and reliability.

Education & Experience:

• Bachelor's degree (preferred) or equivalent experience in Tourism or Hospitality.
• Minimum 2 years of experience in reservations, OTA management, or customer service within the travel and tourism industry (B2B or B2C portals).
• Freshers can also apply.

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational ability.
• Proficient in OTA platforms, CRM systems, and booking software.
• Ability to multitask, prioritize, and perform under pressure.
• A proactive and customer-oriented attitude.

Language Proficiency:

• Fluent in English and Malayalam