Job role: Reservations Executive/Associate
Department: Human resource
Job experience: 1+ years
Location: Mumbai, HQ
About The Hosteller
The Hosteller began in 2014 with a simple vision - to create amazing, affordable & accessible backpacker hostels all around India for young at heart travellers. We work towards building experiences for our community of travellers thereby creating ever lasting backpacking memories. Our core values of being social, warm, experience driven and authentic make us India's most preferred backpacker hostel chain.
Responsibilities :
- Proactively communicate with guests through various channels (phone, email, 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
- Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences
- Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests
- Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience
- Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance
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 various technology tools like email, chat systems, and reservation software.
- Ability to work independently and collaborate well with others in a team-oriented environment
- Knowledge of local attractions and the hospitality industry would be beneficial
- Flexibility to work various shifts, including weekends and holidays, as needed
Why join us
- Be part of a brand that's making travel more accessible and community-driven across India
- Work in a fun, youth-driven environment that values creativity and teamwork
- Opportunity to grow within India's largest backpacking hostel network
- Culture that values clarity, quick execution, ownership, and real impact
