Reservations Executive - Mumbai - The Hosteller

    The Hosteller
    The Hosteller Mumbai

    3 days ago

    Default job background
    ₹400,000 - ₹600,000 per year
    Description

    Job Summary:

    We are seeking a skilled Reservations Executive to join our team at The Hosteller's head office in Mumbai. As a key member of our reservations team, you will be responsible for providing exceptional guest service, ensuring seamless communication, and driving revenue growth through upselling opportunities.

    Key Responsibilities :

    • Communicate with guests through various channels (phone, chat) to provide pre-arrival information, answer inquiries, and address concerns
    • Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information
    • Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary
    • Coordinate with the reservations team to ensure seamless handover of guest information and payment details
    • Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue
    • Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty
    • Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests
    • Analyze pre-arrival metrics to identify areas for improvement and develop strategies for enhancing the pre-arrival experience

    Qualifications and Skills:

    • Previous experience or an internship in hospitality, customer service, or a similar role is a plus but not required.
    • Strong written and verbal communication skills, with the ability to convey clear and professional information.
    • Excellent interpersonal skills and the ability to build rapport with guests and team members.
    • Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy.
    • Comfortable using technology tools like email, chat systems, and reservation software.
    • Ability to work independently and collaborate well with others in a team-oriented environment.
    • Flexibility to work various shifts, including weekends and holidays, as needed.
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