Key Responsibilities
1. Central Reservation Operations
- Manage end-to-end reservation processes for all group properties.
- Supervise and lead the central reservation team (calls, emails, OTA bookings, corporate queries).
- Ensure prompt response time, accuracy, and high conversion rates.
- Standardize reservation SOPs across all units.
2. Revenue Optimization
- Work closely with Revenue Management to optimize occupancy and ADR.
- Upsell rooms, packages, and add-ons to maximize revenue.
- Monitor booking pace, demand trends, and pickup reports.
- Ensure rate parity across all distribution channels.
3. Channel & System Management
- Manage bookings through PMS, CRS, and Channel Manager systems.
- Coordinate with OTAs like Booking.com, MakeMyTrip, and Goibibo.
- Ensure real-time inventory updates and avoid overbooking/underbooking.
- Handle system audits and reservation reports.
4. Team Leadership & Training
- Recruit, train, and manage the reservation team.
- Set KPIs (conversion %, response time, upselling targets).
- Conduct regular training on product knowledge, systems, and guest handling.
- Drive a sales-oriented reservation culture.
5. Coordination with Hotels & Sales Team
- Liaise with unit Front Office, Sales, and Revenue teams.
- Handle group bookings, corporate tie-ups, and special requests.
- Ensure smooth communication between CRO and properties.
6. Reporting & MIS
- Prepare daily, weekly, and monthly reports (occupancy, pickup, conversion, revenue).
- Analyze booking trends and suggest strategies for improvement.
- Maintain reservation data accuracy and documentation.
