The Reservation Associate is responsible for handling all room reservations, maximizing occupancy and revenue, and delivering excellent customer service to guests through phone, email, and online channels.
Location: Jasola Vihar (Near Indraprastha Apollo Hospital / Jasola Apollo Metro Station)
Preference: Female Candidate
Key Responsibilities
- Manage all incoming reservations via phone, email, OTA (Booking.com, Expedia), and website
- Ensure accurate entry of bookings into the PMS
- Handle modifications, cancellations, and special requests promptly
- Upsell room categories, packages, and add-ons (breakfast, parking, early check-in)
- Promote direct bookings to reduce OTA dependency
- Follow rate strategies set by revenue team
- Respond to guest queries in a professional and timely manner
- Provide information about hotel facilities, location, and nearby attractions
- Ensure a high level of customer satisfaction
- Monitor OTA extranets for new bookings and updates
Key Skills & Requirements
- Previous experience in hotel reservations or front office (preferred)
- Strong communication and interpersonal skills
- Familiarity with OTA platforms like Booking.com, Expedia, etc
KPIs (Performance Indicators)
- Conversion rate (inquiries to bookings)
- Accuracy of reservations
- Upselling revenue
- Response time to inquiries
- Guest satisfaction scores
