Reservation Associate – Voice Process

Job Title: Reservation Associate – Voice Process

Role Overview

The Reservation Associate is the first point of contact for guests reaching out to our group via phone. The role focuses on delivering personalised, seamless, andaccurate reservation services while upholding our legendary standards of hospitality and grooming. The associate ensures every interaction reflects warmth,efficiency, and brand values.

Key Responsibilities

1. Guest Interaction & Reservation Management

● Handle inbound voice calls from guests, travel agents, and corporate clientsseeking room bookings or related services across all Hotels & Resortsand Trident Hotels

.● Accurately capture guest details, preferences, and special requirements in theOPERA Cloud.

● Provide real-time room availability, rates, and package information, ensuringupselling of premium rooms, experiences, and add-ons (dining, spa,experiences) where appropriate.

● Issue confirmation numbers and email confirmations promptly, ensuringerror-free documentation.

2. Guest Experience & Service Excellence

● Deliver the our Service Promise in every call: warm greeting, attentivelistening, personalised recommendations, and a gracious closing.

● Maintain an excellent call quality score as per internal KPIs (soft skills, productknowledge, accuracy, courtesy).

● Proactively manage guest concerns or special requests, escalating to asupervisor when required.

3. System & Process Adherence

● Follow standard operating procedures (SOPs) for reservations, modifications,cancellations, and no-show handling.

● Ensure compliance with data privacy and IT security policies, safe guarding guest information.

4. Teamwork & Continuous Improvement

● Participate in daily briefings, training, and coaching sessions for product knowledge (new offers, seasonal packages, brand updates).

● Share guest feedback and service insights to help enhance processes and guest satisfaction scores.

● Assist in mentoring new associates when requested by the TeamLeader/Manager.

Key Skills & Attributes

● Exceptional verbal communication with clear diction, warm tone, and activelistening

.● Strong customer service orientation with patience and empathy.

● Ability to multi-task while navigating systems during live calls.

● High attention to detail and accuracy in data entry.

● Positive attitude, team spirit, and professional grooming aligned with our brand standards.

Qualifications & Experience

● Graduate in any discipline, preferably with a background in Hospitality,Tourism, or Customer Service.

●0–1 years of experience in a reservations/contact centre/voice process role;hospitality industry experience preferred.

● Proficiency in English (mandatory)

● Must be a graduate or pursuing graduation candidate

Performance Indicators (KPIs)

● Call quality

● Booking accuracy

● Adherence to SOPs and compliance requirements.

● Attendance, punctuality, and grooming standards.

Call or msg @9916086641

Job Types: Full-time, Permanent

Pay: Up to ₹350,000.00 per year

Work Location: In person

Speak with the employer
+91 9870526851