Reservations Executive

1 month ago

Mumbai, India FAIRMONT Full time
Job Description

As a Reservations Executive at Fairmont Mumbai, you will be an integral part of our reservations team, responsible for handling guest inquiries, processing bookings, and ensuring a seamless reservation experience for our guests. Your exceptional communication skills and attention to detail will contribute to the overall success and reputation of our hotel.

Responsibilities:

  1. Guest Communication:

    • Respond promptly and professionally to guest inquiries via phone, email, and online channels, providing accurate information about room availability, rates, and hotel amenities.
    • Assist guests in making reservations, modifying existing bookings, and answering questions related to their stay.

  2. Reservation Management:

    • Utilize the hotel's reservation system to input and update guest information, room preferences, and special requests.
    • Monitor room availability and manage inventory to maximize occupancy and revenue potential.
    • Coordinate with other departments, such as Front Office and Housekeeping, to ensure smooth check-in and check-out processes for guests.

  3. Sales and Upselling:

    • Promote hotel services, packages, and special offers to guests during the reservation process, maximizing revenue opportunities.
    • Identify opportunities for upselling room upgrades and additional amenities to enhance the guest experience and increase revenue.

  4. Administrative Tasks:

    • Maintain accurate records of reservations, cancellations, and guest interactions in the reservation system.
    • Generate reports and analyze reservation data to identify trends, opportunities, and areas for improvement.
    • Assist with administrative tasks as needed, including filing, photocopying, and organizing reservation documents.

  5. Customer Service Excellence:

    • Demonstrate a commitment to providing exceptional service to every guest, exceeding their expectations and building rapport to foster loyalty.
    • Handle guest complaints and concerns effectively, escalating issues to management when necessary to ensure resolution and guest satisfaction.

Qualifications

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
  • Previous experience in reservations, front office, or customer service roles in the hospitality industry preferred.
  • Excellent communication skills, both verbal and written, with fluency in English. Additional language proficiency is a plus.
  • Strong attention to detail and organizational skills, with the ability to multitask in a fast-paced environment.
  • Proficiency in computer systems and reservation software, with the ability to learn and adapt to new technology quickly.
  • Positive attitude, team-oriented mindset, and willingness to go above and beyond to meet guest needs.


Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

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