Reservation Manager

RESERVATIONS & BOOKINGS MANAGER (South Goa)

Location: South Goa (On-site Office Role)
Brand: Craftels, India
Joining: Immediate / Short Notice Preferred

ABOUT CRAFTELS

Craftels is a boutique hospitality brand known for thoughtfully designed stays, sustainability, and warm, personal guest experiences. Our South Goa properties operate year-round and require a strong bookings function to maximise occupancy and revenue while maintaining brand tone.

ROLE OVERVIEW

We are looking for a Reservations & Bookings Manager who can own the entire bookings function, manage a small reservations team, improve conversion rates, and ensure guests receive accurate, timely, and warm communication.

This is an on-ground, accountable role, not a call-centre setup.

KEY RESPONSIBILITIES

1️. Bookings & Revenue Management

• Handle and oversee all reservations across:
• Phone calls
• WhatsApp
• Email
• OTAs (where applicable)
• Ensure high conversion from enquiries to confirmed bookings
• Track and improve:
• Response time
• Follow-ups
• Closure rates
• Upsell rooms, experiences, and longer stays where suitable

2️ Team Management

• Manage and guide the reservations team
• Train team members on:
• Brand communication tone
• Pricing logic
• Guest handling
• Monitor daily performance and accountability

3️ Pricing & Availability Control

• Maintain room inventory and availability accuracy
• Coordinate with operations for:
• Blocked rooms
• Maintenance issues
• Walk-ins
• Assist in dynamic pricing decisions based on seasonality and demand

4️ Guest Communication

• Ensure all guest communication reflects Craftels’ warmth and clarity
• Handle complex queries and special requests
• Resolve booking-related issues calmly and professionally

5️ Reporting & Coordination

• Share daily / weekly reports on:
• Enquiries vs conversions
• Revenue performance
• Booking sources
• Coordinate closely with:
• Property General Manager
• Operations & Founder

WHO WE’RE LOOKING FOR

• Based in Goa (South Goa preferred)
• Solid experience in:
• Hotel / resort reservations
• Revenue or bookings management
• Strong communication skills (English & Hindi required)
• Comfortable with:
• WhatsApp-based sales
• PMS / Excel / Google Sheets
• Detail-oriented, organised, and commercially smart

IMPORTANT TRAITS

• Sales mindset with hospitality warmth
• Ability to train and manage people
• Calm under pressure during peak season
• Ownership and accountability

HOW TO APPLY

Please share:

• Resume
• Brief introduction
• Current location & notice period

Email: career.craftels

Job Type: Full-time

Work Location: In person