RESERVATION HEAD

Job Title: Reservations Head

Department: Operations / Reservations

Location: Mumbai- CHEMBUR

Reporting To: Business Head

Experience Required: 7+ years (with minimum 3 years in a leadership role)

Employment Type: Full-Time

Role Overview:

We are seeking a proactive and experienced Reservations Head to lead our reservations function in Mumbai. This role is critical in ensuring smooth and efficient management of bookings, delivering outstanding customer service, and optimizing occupancy across all properties. You will be responsible for leading the reservations team, driving process excellence, and working closely with cross-functional teams.

Key Responsibilities:

·      Lead and manage the end-to-end reservations process, ensuring all bookings, modifications, and cancellations are handled accurately and efficiently.

·      Supervise and mentor the reservations team to ensure high performance and service excellence.

·      Liaise with the sales, CRM, and operations teams to align inventory, pricing, and availability.

·      Optimize occupancy and revenue through effective booking strategies.

·      Handle high-priority bookings and escalations with a strong focus on customer satisfaction.

·      Ensure adherence to TATs and SLAs for all reservation-related tasks.

·      Maintain and update SOPs for the reservations department.

·      Oversee the usage of reservation systems and tools; ensure data accuracy and system efficiency.

·      Analyze booking trends and prepare regular reports to aid strategic decision-making.

·      Stay informed on all property-related information, offerings, and local policies to ensure accurate communication with customers.

Requirements:

·      Minimum 7 years of experience in reservations, hospitality, travel, or real estate; at least 3 years in a managerial or team lead role.

·      Excellent leadership and communication skills.

·      Strong understanding of reservation platforms, PMS systems, and CRM tools.

·      Customer-first mindset with problem-solving abilities.

·      Ability to work under pressure and handle multiple priorities.

·      Graduate in Hospitality, Tourism, or Business Management preferred.

Why Join Us:

·      Opportunity to lead a core function within a growing organization.

·      Dynamic work environment with exposure to strategic business decisions.

·      Work closely with senior leadership and cross-functional teams.