Job Summary:
The Reservation Executive is responsible for managing and maximizing room sales and revenue for Pandav Hotels. This role ensures accurate handling of reservations, maintains high service standards, and supports the reservations team to meet the hotel’s operational and financial goals.
Key Responsibilities:Reservation Management
● Maintain comprehensive knowledge of hotel products, guest room facilities, and services.
● Maximize room sales and revenue by prioritizing up-selling opportunities.
● Explain discounts, special rates, and cancellation policies to callers.
● Ensure compliance with all hotel policies and procedures.
● Monitor room inventory and manage overbooking scenarios effectively.
● Manage and allocate room blocks for maintenance, special events, and VIP guests.
● Maintain confidentiality of guest information and sensitive data.
● Adhere to legal and regulatory requirements related to reservations and guest services.
Reservation Processing
● Process reservation requests, changes, and cancellations from various channels (phone, email, online booking platforms).
● Ensure accurate data entry and management in the reservation system.
● Identify guest reservation needs and determine appropriate room type.
● Verify room type and rate availability.
● Confirm and communicate reservation details to guests via email or phone.
● Accommodate and document special requests.
● Answer questions about property facilities, services, and room accommodations.
● Coordinate with the Operation Manager/Front Office to ensure readiness for guest overall stay arrangements.
● Maintain high levels of guest service standards.
● Welcome and acknowledge all guests according to company standards.
● Anticipate and address guest service needs.
Thank guests with genuine appreciation.
Group and Partner Coordination
● Handle group reservations and coordinate with group leaders, travel agents, or organizers.
● Manage reservation calls and queries from partner hotels.
● Ensure seamless coordination and accurate information sharing between hotels.
Record Keeping and Communication
● Maintain detailed records of all communications and reservations made.
● Update travel agents, group bookings, and corporate databases with guest bookings and information.
Sales and Lead Generation
● Conduct cold calls to potential clients to generate new business leads.
● Follow a structured script and maintain records of interactions for follow-up.
● Track conversion rates and analyze the effectiveness of cold calling efforts.
Forecasting and Budgeting
● Assist in developing occupancy forecasts for the monthly/quarterly/annual budget.
Lead Conversion
● Focus on converting leads generated from various channels.
● Track progress and follow up diligently to maximize booking confirmations.
Customer Relationship Management (CRM)
● Maintain a CRM system updated and accurate with all guest information and interactions.
● Use the CRM to track guest preferences and tailor future offers and communications.
● Ensure follow-up on any guest issues or requests logged in the CRM.
● Troubleshoot, resolve, and document guest issues or escalate as needed.
● Follow up with guests to communicate resolutions and express gratitude.
● Respond to customer queries and resolve issues promptly and efficiently.
● Provide support to customers needing to amend or cancel reservations.
● Answer questions about the reservation process.
Guest Assistance & Feedback
● Assist and advise customers in choosing from a variety of stay options.
● Help plan travel itineraries by suggesting local attractions and places of interest.
● Prioritize and handle guest feedback calls promptly.
● Log feedback in the CRM system and escalate unresolved issues.
● Keep guest information updated, especially for regular and VIP guests.
● Respond to challenges in accommodating rooming requests.
Payment and Confirmation
● Process advance deposits and balance payments as per hotel policies.
● Handle guest payments and ensure accurate billing.
● Address and resolve any billing queries or disputes.
● Set up proper billing accounts according to accounting policies.
Promotions and Sales
● Promote and sell additional hotel services, special packages, festive offers, off-season sales, events, or accommodations.
● Work closely with the sales and marketing teams to implement promotional strategies.
● Provide input on marketing campaigns based on guest feedback and reservation trends.
Dynamic Pricing Updates
● Collect and analyze market data to adjust room rates daily.
● Utilize Ezee software and Google Sheets for pricing updates and revenue management.
● Make final adjustments in the evening to optimize yield.
Overflow and Miscellaneous Tasks
● Manage unexpected tasks that arise during the day without interfering with primary responsibilities.
● Handle guests and provide information on room availability and rates.
● Assist in front desk operations during peak hours or staff shortages.
Report Generation
● Generate daily, weekly, and monthly reservation and revenue reports.
● Analyze reports to identify trends and make recommendations for improvement.
● Present findings and suggestions to the Reservation Manager.
Training and Development
● Participate in ongoing training sessions to stay updated with the latest reservation systems and industry practices.
● Assist in training new staff on reservation procedures and systems.
Administrative Duties & Compliance and Policy Adherence
● Perform secretarial tasks including preparing correspondence, maintaining and updating files of all correspondence and reservation details, managing communication call’s or email.
● Ensure compliance with all hotel policies and procedures.
● Maintain confidentiality of guest information and sensitive data.
● Adhere to legal and regulatory requirements related to reservations and guest services.
● Handle additional responsibilities as delegated by Management.
Team Management
● Monitor team members' workloads and provide support to fulfill operational needs.
● Maintain clean and tidy work areas at all times.
● Ensure team members understand and adhere to the hotel’s rules and regulations.
● Communicate company values and culture to new employees.
Daily Work Report –
● Begin the day by checking all pending and new reservation requests across different booking platforms and communication channels.
● Update the reservation system with confirmed bookings, cancellations, or amendments and verify that all details are correctly entered.
● Coordinate with the Sales Executive and Front Office for any special requests, VIP bookings, or large group arrivals.
● Share daily booking updates and occupancy status with the Sales Manager and other relevant departments.
● Monitor OTA portals for rate accuracy, availability updates, and guest reviews.
● Prepare and send a daily work report summarizing booking trends, key issues, and pending confirmations.
Weekly Report –
● Compile a summary of total bookings received, cancelled, and modified during the week across all channels.
● Track occupancy trends and peak demand days and share insights with the Sales and Revenue teams.
● Highlight challenges faced during the week such as overbookings, system errors, or guest complaints.
● Provide updates on group reservations, upcoming events, and booking blocks to the management team.
● Participate in weekly team meetings to discuss targets, issues, and service improvements.
1- OTA Report Discussion-
Day: Every Wednesday
Participants: Komal & Nikita,Kushboo
Agenda: Review weekly OTA report and discuss upcoming weekend bookings.
2- SEO Review Call
Day: Every Thursday or Friday
Agenda: Discuss ongoing and planned SEO activities, performance updates, and digital marketing progress.
3- DPR (Daily Progress Report) Call
● Day: Every Tuesday
● Agenda: Weekly review of tasks, team performance, and goal tracking based on DPRs.
Monthly Report –
● Prepare a detailed monthly reservation report including total bookings by source (OTA, direct, corporate), revenue generated, and occupancy statistics.
● Analyse booking patterns and support the Sales Manager in preparing monthly forecasts and strategies.
● Include feedback or issues received from guests during the reservation process for quality improvement.
● Share updates on platform-specific performance (e.g., MMT, Goibibo) and rate compliance.
● Present any recommendations to improve the efficiency of the reservation process or guest experience.
Core Activities –
● Manage the end-to-end reservation process for all guests and clients, ensuring accuracy and guest satisfaction.
● Maintain daily communication with the Sales and Front Office teams for coordination on bookings, room status, and guest preferences.
● Monitor and update room inventory on all booking channels and maintain rate parity.
● Handle pre-arrival guest communication and ensure that all special requests are properly noted and followed through.
● Stay updated with ongoing promotional offers and packages to share accurate information with clients.
● Ensure proper documentation of all booking-related communication and maintain an organized record system.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
