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Description
Job brief: The Hosteller, a chain of backpacker hostels with 60+ hostels across India currently, is the perfect pit-stop for global as well as local travelers to relax, rejuvenate, and experience India’s rich heritage while not worrying about a clean, safe, and smart place to stay. It is one of the fastest-growing hostel chains in India that is uniquely designed, filled with activities and experiences for travelers to enjoy, and offers quality budget accommodation. Job Role : Reservations Associate/Executive Location : Head office, Mumbai Key Responsibilities : Proactively communicate with guests through various channels (phone, email, chat) to provide pre-arrival information, answer inquiries, and address concerns Ensure timely and accurate responses to guest queries regarding hotel policies, amenities, local attractions, and other relevant information Handle guest complaints or issues promptly and professionally, seeking resolutions and escalating to relevant departments if necessary Coordinate with the reservations team to ensure seamless handover of guest information and payment details Identify opportunities to upsell additional services, upgrades, or amenities to enhance the guest experience and increase revenue Promote hotel loyalty programs, special offers, and packages to encourage guest participation and loyalty Build strong relationships with guests by demonstrating personalized service, attentiveness, and genuine care for their needs and preferences Maintain a guest database with accurate and up-to-date contact information, preferences, and special requests Track and analyze pre-arrival metrics, such as confirmation rates, booking trends, and guest feedback, to identify areas for improvement and develop strategies for enhancing the pre-arrival experience Generate regular reports on pre-arrival activities, including guest communication, conversion rates, and upselling performance Qualifications and Skills: Previous experience or an internship in hospitality, customer service, or a similar role is a plus but not required. Strong written and verbal communication skills, with the ability to convey clear and professional information. Excellent interpersonal skills and the ability to build rapport with guests and team members. Highly organized and detail-oriented, able to multitask and meet deadlines without compromising on accuracy. Comfortable using various technology tools like email, chat systems, and reservation software. Ability to work independently and collaborate well with others in a team-oriented environment. Knowledge of local attractions and the hospitality industry would be beneficial. Flexibility to work various shifts, including weekends and holidays, as needed. Show more Show less
