About the role
The Reservations Executive is the first human voice most guests hear. You'll manage enquiries, quotes, and bookings across our four properties — Two Chimneys (Gethia), Friendship Lane (Himalayas), The Terraces (Binsar), and Ekam Kashi (Varanasi) — ensuring every guest gets a timely, warm, and accurate response.
Key responsibilities
- Respond to booking enquiries from direct guests and travel agents across email, phone, WhatsApp, and OTA inboxes, typically within 2 working hours.
- Prepare and send custom quotes, itineraries, and proposals for multi-property stays.
- Manage inventory and rate updates across the PMS, direct booking engine, and OTAs (MakeMyTrip, Booking.com, Agoda, etc.).
- Process confirmations, payment links, advance collection, and cancellation refunds in line with policy.
- Maintain the guest and travel agent database in Zoho CRM, tagging every contact as either Direct Guest or Travel Agent.
- Coordinate with Front Office teams at each property for pre-arrival briefings, special requests, and VIP handling.
- Track conversion rates, lost-booking reasons, and daily pick-up; share a short daily summary with the Revenue team.
- Handle post-stay follow-ups, reviews requests, and rebooking conversations.
What we're looking for
- 1–3 years in reservations, front office, or travel agency operations; boutique or luxury hospitality preferred.
- Hands-on experience with a PMS (IDS, eZee, Hotelogix, Opera, Staah or similar) and at least one channel manager.
- Clear, warm written English; conversational Hindi.
- Comfort with spreadsheets, basic CRM workflows, and WhatsApp Business.
- Detail-oriented, calm under pressure, and genuinely interested in hospitality.
- Diploma or degree in Hotel Management is a plus, not a must.
