Reservation Executive

The Reservation Executive is a crucial frontline role responsible for managing all incoming reservation requests and inquiries. You will be the voice of Maple Ash Resort, ensuring every potential guest receives accurate information, exceptional service, and a seamless booking experience that maximizes both guest satisfaction and resort revenue.

Key Responsibilities

Booking & Administration

• Process Reservations: Efficiently and accurately handle all reservation requests received via telephone, email, online travel agencies (OTAs), and the resort's website.
• System Management: Utilize the Property Management System (PMS) to accurately input, modify, and cancel reservations, ensuring real-time inventory and rate parity across all distribution channels.
• Documentation: Prepare and send professional confirmation letters, invoices, and other reservation-related documents to guests and travel partners.

Revenue Maximization & Sales

• Upselling & Cross-selling: Apply strong sales techniques to proactively suggest room upgrades, value-added packages (e.g., Spa, Dining, Adventure), and longer stays to maximize revenue per guest.
• Rate Expertise: Maintain a comprehensive and up-to-date knowledge of all room categories, resort facilities, and special promotions to provide the most suitable options to guests.
• Yield Support: Work closely with the Revenue and Sales teams to monitor availability and occupancy forecasts, communicating any potential discrepancies or high-demand periods.

Guest Experience & Communication

• Exceptional Service: Act as the primary contact for initial guest inquiries, providing detailed information about the resort's unique features, location, and the Wayanad area.
• Special Requests: Accurately record and communicate all special requests, preferences, and essential guest details (e.g., dietary restrictions, pick-up/drop-off) to the Front Office and Operations teams to ensure a flawless arrival.
• Inquiry Handling: Professionally manage and resolve reservation-related issues or billing queries promptly, maintaining a calm and helpful demeanor under pressure.

Qualifications and Skills

Must-Have

• Minimum 2 years of experience in a Reservations or Front Office role, preferably within a luxury hotel or resort environment.
• Fluency in English (written and spoken) is essential. Proficiency in a local language (e.g., Malayalam) is a significant advantage.
• Proven ability to work with Property Management Systems (PMS) and Online Travel Agency (OTA) extranets.
• Strong organizational skills with meticulous attention to detail and accuracy.

Key Competencies

• Customer-Centric: A genuine passion for hospitality and ensuring a positive first impression for every guest.
• Sales-Oriented: Ability to convert inquiries into confirmed bookings and effectively upsell resort services.
• Professional Communication: Excellent telephone etiquette and professional email writing skills.
• Team Player: Ability to collaborate seamlessly with the Front Office, Sales, and Finance departments.

Job Type: Full-time

Pay: ₹18,000.00 - ₹22,000.00 per month

Work Location: In person

Speak with the employer
+91 7676666007