Reservation Executive

Role & responsibilities

• Have in-depth knowledge of our product and competitors
• Processes reservations through e-mails, telephone, or central reservation systems referrals, sales office and travel agents
• Responds to all reservation requests and executes prompt and accurate information at all times
• Complete knowledge of the resort rates, promotions, amenities, facilities & services
• Track and update all reservations picked up from all On-line channels- resort website, OTA, GDS, etc.
• Update No-shows and cancellations on all OTA's to avoid and unwanted commissions
• Ensure accurate information is updated on the PMS
• Proper billing instructions, credit card auth, etc are updated accurately
• All reservations are processed as per SOP within 12 hours of receiving the reservation query
• Ensure all the reservation confirmation letters are sent for all processed bookings as per SOP
• Process retentions, no-show and cancellations as per the resort policy and procedures
• Ensure all request for amenities or transportation are updated on the PMS accurately. Details are shared with the concerned department and/or the third party
• Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantee
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
• Reconfirmation of all the reservations/groups as per SOP
• All reservation modifications are updated on the PMS immediately and accurately
• Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems
• Check forecasting reports based on statistics codes (Market, Source, Rate Code, etc.), reservations which are wrongly tagged should be amended
• Ensure deposit payment is taken in advance for all pay at resort reservations e.g. Direct reservation, OTA's (Booking.com, Expedia, etc.) Or as per the SOP

Preferred candidate profile

Reservation experience in a hotel industry is preferred. Telecalling/ Telesales experience with excellent communication also can apply

Excellent MS office skills

Excellent communication & telephonic skills

Proper knowledge of PMS system

Ability to upsell, recommend wherever possible