Department: Reservations - Central Reservation System
Reports To: Reservation Manager / Cluster Revenue Manager
Manages: Team of 3-6 Reservation
Job Summary:
To supervise the Central Reservation Office for the entire group, ensuring revenue optimization, team performance, system accuracy, and seamless reservation experience across all properties.
Key Responsibilities:
1. Team Leadership & Operations: Supervise day-to-day CRO operations for all hotels in the group. Allocate enquiries, monitor response time, conversion rate, and quality of communication. Train executives on CRS, upselling, telephone etiquette, and group SOPs. Prepare shift roster and handle escalated guest / agent issues
2. CRS & Revenue Management: Own the accuracy of inventory, rates, and restrictions in CRS and Channel Manager for all properties. Execute rate strategy, promotions, and tactical offers as per Revenue Manager's guidance. Ensure zero overbooking and maintain optimum inventory distribution between channels. Daily reconciliation between PMS of each property vs CRS vs Channel Manager. Lead monthly audit of rate parity, content accuracy (photos, descriptions) on all OTAs. Manage GDS connectivity and performance
3. Work with Sales & Marketing to launch packages for weekends, festivals (Onam, high season) and corporate contracts. Implement SOPs, scripts, and service standards for CRO
Skills & Requirements:4-7 years experience in reservations with at least 1-2 years as Supervisor/Team Lead in a hotel group. Strong leadership, revenue mindset, and analytical skills. Graduate in Hotel Management preferred
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
- Food provided
- Health insurance
Work Location: In person
