Job Title
Reservations Associate Boutique & Experiential Hotels (Pasban)
About Pasban
Pasban manages a collection of boutique and experiential hotels across India. We work closely with hotel owners and on-ground teams to handle reservations, guest communication, distribution, and coordination, while ensuring each hotel maintains its own brand identity and service standards.
We are looking for a Reservations Associate with hands-on hotel experience who understands professional guest handling, reservations systems, and OTA distribution.
Role Overview
This is a central reservations and guest communication role supporting multiple boutique hotels.
You will be responsible for:
- Handling guest enquiries across phone and email
- Managing reservations and confirmations
- Coordinating with hotel front offices and operations teams
- Managing OTA extranets and channel managers
Accuracy, responsiveness, and clarity in communication are critical to this role.
Key Responsibilities
Guest Communication & Query Handling
- Handle guest enquiries via:
- Phone calls
- Emails
- Website enquiries
- Share clear and accurate information on:
- Room types and availability
- Rates, inclusions, and policies
- Follow up on enquiries to convert them into confirmed bookings
- Maintain a professional and hotel-appropriate communication tone
Reservations Management
- Create, modify, and cancel reservations accurately
- Ensure correct capture of:
- Guest details
- Stay dates
- Rates and inclusions
- Special requests
- Coordinate guest requests with hotel operations teams
- Share confirmations and updates in a timely manner
OTA & Channel Manager Handling
- Manage OTA extranets (availability, rates, restrictions)
- Work with channel managers to:
- Maintain rate parity
- Prevent overbookings
- Monitor bookings across direct and OTA channels
Internal Coordination
- Coordinate with:
- Hotel front office teams
- Operations and management teams
- Sales or revenue teams (as required)
- Share daily reservation updates and alerts
- Escalate issues proactively
Systems & Process Compliance
- Use CRM and email systems as per defined processes
- Maintain clean and accurate records of guest communication
- Follow reservation workflows consistently
- Support reporting, reviews, and audits when required
Candidate Profile
Must-Have
- 25 years experience in hotel reservations or front office reservations
- Strong phone handling and professional email communication skills
- Experience handling guest queries in a hotel environment
- Hands-on experience with:
- OTA extranets (Booking.com, Expedia, etc.)
- Channel managers
- Comfortable working across multiple hotels
Good to Have
- Experience with boutique or experiential hotels
- Exposure to CRM systems
- Understanding of rate plans, restrictions, and booking sources
- Experience coordinating with hotel operations teams
Skills to Select on LinkedIn Recruiter Lite
Core Hospitality Skills
- Hotel Reservations
- Guest Relations
- Hospitality Operations
- Front Office Operations
- Customer Service (Hospitality)
Distribution & Systems Skills
- OTA Extranets
- Channel Management
- Rate Parity
- Inventory Management
- Booking Management Systems
Communication Skills
- Professional Email Communication
- Phone Etiquette
- Guest Query Handling
- Client Communication
Tools / Software (Optional)
- Hotel PMS
- CRM Software
- Zoho (optional)
Behavioural & Process Skills
- Attention to Detail
- Process Compliance
- Time Management
- Coordination & Follow-up
