RESERVATION EXECUTIVE

Position: Reservation Executive
Department: Front Office / Reservations
Reporting To: Front Office Manager / Reservation Manager
Location: The Quorum Hotel, Mysore

1. ROLE SUMMARY

The Reservation Executive is responsible for handling all room booking enquiries efficiently, maximizing occupancy and revenue, and ensuring smooth reservation operations. This role requires strong communication skills, attention to detail, and the ability to deliver exceptional guest service at every stage of the booking process.

2. KEY RESPONSIBILITIESA. RESERVATION HANDLING

• Manage incoming reservations via phone, email, website, OTAs, and walk-ins.
• Accurately update bookings in the PMS (Property Management System).
• Confirm reservations promptly with correct rates, inclusions, and policies.
• Identify and convert enquiries into confirmed bookings through effective upselling.
• Maintain updated room inventory and rate parity across platforms.

B. OTA & CHANNEL MANAGEMENT

• Coordinate with OTA partners (Booking.com, MakeMyTrip, Agoda, etc.).
• Update inventory, rates, blackout dates, and promotions.
• Monitor reviews and property listings for accuracy.
• Coordinate with Revenue Manager/Sales Team for daily rate changes.

C. GUEST COMMUNICATION

• Respond promptly to guest enquiries and special requests.
• Send booking confirmations, itineraries, pre-arrival messages, and reminders.
• Coordinate with other departments for special arrangements (birthdays, honeymoon, corporate requirements, etc.).
• Ensure smooth communication from reservation stage to check-in.

D. COORDINATION WITH INTERNAL TEAMS

• Work closely with Front Office, Sales, Housekeeping, and F&B for daily room status.
• Share group booking requirements and rooming lists.
• Attend daily briefings and provide reservation updates.

E. REVENUE & REPORTING

• Ensure correct rate codes, corporate rates, and promotions are used.
• Track daily pick-up reports, occupancy forecast, and arrivals list.
• Assist management with reservation MIS, conversion rate data, and monthly reports.
• Monitor no-show, cancellation, and overbooking patterns.

F. GUEST EXPERIENCE & SERVICE QUALITY

• Deliver a warm, friendly, and professional booking experience.
• Upsell room upgrades, meals, airport transfers, and premium packages.
• Follow brand standards and maintain a high level of accuracy in all communication.
• Ensure zero errors in dates, rates, and guest details.

3. REQUIRED SKILLS & QUALIFICATIONSEducation

• Degree/Diploma in Hotel Management or relevant field.

Experience

• 1–3 years of experience in hotel reservations or front office.
• Knowledge of PMS (IDS/Opera/eZee/Other).
• Experience in OTA management preferred.

Skills

• Excellent communication and telephone etiquette.
• Strong computer skills and knowledge of MS Office.
• Sales-oriented with upselling skills.
• High attention to detail and accuracy.
• Ability to handle pressure and multitask.

4. PERSONAL ATTRIBUTES

• Pleasant personality and professional grooming.
• Positive attitude and willingness to learn.
• Problem-solving ability with guest-first mindset.
• Strong coordination and teamwork skills.

5. KPIs (KEY PERFORMANCE INDICATORS)

• Reservation Conversion Rate
• Occupancy & Revenue Contribution
• Accuracy of Entries (Zero Errors Policy)
• OTA Score & Response Efficiency
• Guest Satisfaction
• Timely Reporting & Coordination

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Food provided
• Health insurance
• Internet reimbursement
• Provident Fund

Work Location: In person