Reservations & Sales Executive

Key Responsibility:

1. Call & Lead Handling

· Handle high-volume calls related to room reservations, packages, and general hotel inquiries.

· Respond promptly to guest queries received via phone, WhatsApp, email, website, and OTA chat platforms.

· Manage and track leads generated from digital campaigns, website inquiries, travel partners, and walk-in calls.

· Follow up on missed calls, WhatsApp leads, and pending inquiries to maximize conversion.

2. Lead Conversion & Upselling

· Convert inquiries into confirmed bookings by effectively presenting room options, rates, and value-added packages.

· Upsell and cross-sell room categories, meal plans, resort experiences, and add-on services.

· Handle corporate and long-stay inquiries for business hotels with clear communication of negotiated and best available rates.

· Achieve daily and monthly lead conversion and revenue targets.

3. WhatsApp & Digital Communication

· Professionally manage WhatsApp conversations with clients, including sharing rates, packages, images, and booking details.

· Ensure timely responses and proper follow-ups through WhatsApp and CRM tools.

· Maintain accurate records of WhatsApp and digital inquiries for tracking and reporting.

4. Reservation Processing

· Create, modify, and cancel reservations accurately in the PMS.

· Ensure correct entry of guest details, rates, special requests, and payment terms.

· Reconfirm bookings and communicate clearly with guests regarding policies, inclusions, and confirmation details.

5. Coordination & Guest Service

· Coordinate with Front Office, Sales, Revenue, and Operations teams to ensure seamless guest experience.

· Communicate special requests, preferences, and corporate requirements to relevant departments.

· Handle basic reservation-related concerns and escalate issues when required.

6. Reporting & Compliance

· Maintain call logs, lead trackers, and follow-up records.

· Prepare daily reports on calls handled, leads generated, conversions, and revenue achieved.

· Adhere to SOPs, rate parity guidelines, and brand standards.

· Maintain confidentiality of guest and company information.

Candidate Profile

# Experience

· 1–4 years of experience in hotel reservations, call centre, or hospitality customer service.

· Prior experience handling resort and business hotel reservations preferred.

· Exposure to WhatsApp Business, CRM tools, and PMS systems (Opera or similar).

# Skills & Competencies

· Excellent verbal and written communication skills.

· Strong sales orientation with focus on lead conversion.

· Ability to handle high call volumes and multitask efficiently.

· Professional phone etiquette and customer-focused approach.

· Good computer skills and familiarity with hotel systems and online platforms.

· Graduate or Diploma in Hotel Management, Hospitality, or related field.

Job Type: Full-time

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person