Job Summary
We are looking for a detail-oriented and customer-focused Reservation Support Executive to manage booking-related queries, assist travelers and hotel partners, and ensure smooth reservation operations. The role requires excellent communication skills, problem-solving ability, and the capability to coordinate between customers, hotels, and internal teams to deliver a seamless booking experience.
Key Responsibilities
Reservation Management
- Handle customer and hotel partner queries related to reservations, modifications, cancellations, refunds, and booking confirmations.
- Assist travelers with booking-related issues through email, chat, phone, and other communication channels.
- Verify booking details, room availability, rates, policies, and special requests.
- Coordinate with hotels for reservation updates, availability confirmation, and service-related concerns.
- Ensure accurate processing of booking changes and amendments.
Customer & Partner Support
- Provide timely and professional support to travelers and hotel partners.
- Resolve customer complaints and ensure a high level of customer satisfaction.
- Communicate with hotels regarding guest requirements, payment issues, and reservation discrepancies.
- Escalate critical cases to the concerned teams for quick resolution.
Operations & Coordination
- Monitor booking status and ensure smooth completion of reservations.
- Maintain accurate records of customer interactions and resolutions.
- Follow standard operating procedures (SOPs) for reservation handling.
- Work closely with sales, operations, finance, and technology teams to resolve issues.
Quality & Process Improvement
- Identify recurring booking issues and suggest improvements.
- Maintain service quality standards and achieve assigned support targets.
- Ensure compliance with company policies and customer service guidelines.
Requirements
Required Skills & Qualifications
- Bachelor's degree in any discipline preferred.
- Experience in hotel reservations, travel operations, OTA, hospitality, or customer support is preferred.
- Good knowledge of hotel booking processes, room types, cancellation policies, and travel operations.
- Excellent verbal and written communication skills.
- Strong customer handling and problem-solving abilities.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Basic computer skills and familiarity with CRM, reservation systems, or ticketing tools.
Preferred Skills
- Experience with Online Travel Agencies (OTA) or Property Management Systems (PMS).
- Knowledge of global travel markets and hotel operations.
- Ability to communicate with international customers and partners.
Key Performance Indicators (KPIs)
- Booking query resolution time.
- Customer satisfaction score.
- Response time and service quality.
- Accuracy of reservation handling.
- Issue resolution efficiency.
Work Environment
The Reservation Support Executive will work in a collaborative environment focused on delivering excellent travel experiences by supporting customers and hotel partners worldwide.
Benefits
Benefits
Competitive salary package based on skills and experience.
Opportunity to work with a growing travel technology company and global hospitality ecosystem.
Professional training on hotel reservations, OTA operations, PMS, customer handling, and travel technology platforms.
Career growth opportunities in Operations, Customer Success, Partner Management, and Travel Technology domains.
Exposure to international hotel partners and global travel markets.
Learning opportunities with modern tools, automation, and technology-driven processes.
Supportive and collaborative work environment.
Performance-based incentives and recognition programs (as applicable).
Employee engagement activities and team-building initiatives.
Paid leave and holidays as per company policy.
Health and wellness support as per company benefits.
Opportunity to contribute ideas for improving customer experience and operational processes.
