Job Description – Guest Experience Curator
Department: ReservationsReports To: Guest Experience Consultant
1. Position Overview
The Guest Experience Curator is responsible for handling guest inquiries, converting them into confirmed bookings, ensuring reservation accuracy, and supporting revenue growth through direct bookings and upselling. The role requires high responsiveness, attention to detail, and adherence to SOPs while maintaining seamless coordination across all booking channels.
Note: The below KRAs and KPIs are defined in alignment with organizational mission, goals and team objectives.As a dynamic organization , we may refine, add, or realign these metrics based on evolving business needs and growth requirements.
We place high importance on team collaboration and collective success. Being a strong team player , contributing to team building, and supporting shared goals are critical to success in this role.
We operate with a clear principle - organizational goals come first , supported by individual ownership and accountability. While outcomes matter, intent, commitment, and a proactive approach are equally valued in how we work and grow together.
2. Key Responsibilities (KRA-Based)Inquiry Handling & Response (Daily KRA)
- Respond to all inquiries via Email, WhatsApp, and Calls within defined timelines.
- Ensure quick, clear, and professional communication with guests.
- Maintain consistency in follow-ups to maximize conversion.
Conversion & Booking Efficiency(Daily KRA)
- Convert inquiries into confirmed bookings effectively.
- Understand guest requirements and offer suitable options.
- Maintain strong focus on improving inquiry-to-booking conversion ratio.
Direct Booking Growth (Daily KRA)
- Promote direct bookings through calls, WhatsApp, and website guidance.
- Educate guests on the benefits of booking directly.
- Contribute towards increasing direct booking share.
Upselling & Revenue Enhancement (Daily KRA)
- Promote:Room upgrades, Packages,Experiences,
- Increase revenue through higher attach rate per booking.
Booking Accuracy (Daily KRA)
- Ensure all bookings are error-free (dates, guest details, pricing, inclusions).
- Double-check confirmations before sharing with guests.
- Maintain minimal reservation error rate.
Inventory & Rate Accuracy (Daily KRA)
- Ensure correct updates of Room availability, Rates , Packages
- Maintain accuracy across OTA and direct booking platforms.
New Activities Integration(Daily KRA)
- Ensure all new activities are:
- Updated in booking scripts
- Included in guest communication
- Reflected in PDFs and proposals
Digital Review Utilization (Daily KRA)
- Share relevant guest reviews (YouTube, etc.) with prospects.
- Use review content to build trust and improve conversions.
Stakeholder Coordination(Daily KRA)
- Coordination with the property regarding reservations, group bookings, and special requirements.
- Coordination with vendors for booking-related services.
Guest Clarity & SOP Compliance (Daily KRA)
- Ensure complete pre-arrival communication, including:
- Follow all reservation SOPs strictly.
OTA Cost Control (Weekly+Daily KRA)
- Handle OTA bookings efficiently while being cost-conscious.
- Support in maintaining optimal commission structure.
- Encourage shift from OTA to direct bookings where possible.
Website & Content Coordination (Weekly KRA)
- Coordinate with internal teams to ensure : Room details,Packages , Destination pages are accurate and updated.
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Process Improvement Contribution (Weekly KRA)
- Identify gaps in daily reservation processes.
- Suggest improvements to enhance efficiency and guest experience.
Promotions & Communication (Weekly KRA)
- Share offers and promotions with guests and agents on time.
- Ensure timely broadcast of campaigns.
- Actively engage in agent groups and communication channels.
Key Performance Indicators (KPIs)
1. Response & Guest Communication Efficiency2. Conversion & Revenue Performance3. Cost & Channel Efficiency4. Booking & System Accuracy5. Process Improvement & Operational Control
4. Required Skills & Competencies
- Strong communication and interpersonal skills
- Sales and persuasion ability
- High responsiveness and multitasking skills
- Attention to detail and accuracy
- Basic knowledge of OTA platforms
- Customer-focused approach
5. Preferred Experience
- 1–3 years in hotel reservations / travel sales
- Familiarity with booking systems and OTA platforms
- Hospitality background preferred
6. Reporting & Accountability
- Reports to Guest Experience Consultant
- Responsible for individual performance KPIs
- Works closely with sales, operations, and marketing teams
Note:
The above KPIs are established in line with organizational requirements and team objectives. The organization reserves the right to modify, add, or remove KPIs as per business needs.
Pay: ₹10,076.09 - ₹20,000.00 per month
Benefits:
Work Location: In person
