Job Summary
Responsible for handling hotel room reservations efficiently and professionally, maximizing room revenue and occupancy while ensuring excellent guest service. The position involves managing individual and group reservations, responding to enquiries, coordinating with other departments, and maintaining accurate reservation records.
Key Responsibilities
· Handle incoming room reservation enquiries through telephone, email, online channels and other booking sources.
· Process individual, corporate, group and VIP reservations accurately.
· Check room availability, rates, packages, promotions and applicable booking conditions.
· Create, modify and cancel reservations in the Property Management System (PMS).
· Provide guests with accurate information regarding room types, rates, hotel facilities, policies and services.
· Follow up on tentative reservations and convert enquiries into confirmed bookings.
· Coordinate with Front Office, Sales, Housekeeping and other departments regarding room availability and special guest requirements.
· Ensure all reservation details, guest preferences and special requests are correctly recorded.
· Monitor arrivals, departures, no-shows, cancellations and room blocks.
· Assist in maximizing occupancy and room revenue through effective upselling and rate optimization.
· Handle guest complaints and reservation-related issues professionally and escalate matters when required.
· Verify payment guarantees, billing instructions, deposits and credit arrangements as per hotel policy.
· Maintain confidentiality of guest information and comply with hotel data protection procedures.
· Prepare and maintain reservation reports, pickup reports and other departmental records.
· Assist the Reservations Manager in monitoring room inventory and overbooking situations.
· Guide and support junior GSAs and new team members in reservation procedures.
· Ensure compliance with hotel SOPs, grooming standards and service standards.
· Maintain proper shift handover and communicate important reservation information to the next shift.
· Participate in departmental meetings, training and operational briefings.
Required Skills & Competencies
· Excellent verbal and written communication skills.
· Good telephone etiquette and guest-handling skills.
· Strong knowledge of hotel reservation procedures.
· Good knowledge of PMS and reservation systems.
· Ability to handle multiple bookings and priorities.
· Good sales and upselling skills.
· Strong attention to detail and accuracy.
· Good coordination and teamwork.
· Problem-solving and decision-making ability.
· Professional grooming and positive attitude.
Qualifications & Experience
· Diploma/Degree in Hotel Management, Hospitality or a related field.
· 1–3 years of relevant experience in hotel reservations/front office, preferably in a 4-star or 5-star hotel.
· Experience with a reputed PMS/reservation system will be an advantage.
· Previous experience handling corporate, OTA, group and VIP reservations is preferred.
Pay: ₹19,000.00 - ₹22,000.00 per month
Work Location: In person
