Reservation & Guest Relations Executive

About the Role

We seek a Reservation Executive responsible for managing booking inquiries, ensuring precise and comprehensive reservation records, assisting guests before and during their visits, and gathering and organizing guest feedback effectively.

Key Responsibilities

• Handle inbound reservation and guest communications via calls, WhatsApp, email, and other mediums.
• Convey clear information about approved availability, pricing, room details, booking policies, and property-related facts.
• Accurately create and update bookings using DJUBO and maintain consistency across OTA channels.
• Maintain records of changes, cancellations, payments, guest details, and special requests.
• Follow up on outstanding inquiries and deposits to convert leads into direct bookings.
• Coordinate all booking and guest requirements with the hotel's operations staff.
• Address routine guest questions, requests, and complaints professionally; escalate major or unresolved concerns promptly.
• Reach out to guests for feedback when assigned, log responses accurately, and communicate recurring issues to the appropriate teams.

Qualifications and Requirements

• Proficient spoken and written English and Hindi with a clear and professional tone.
• Strong computer skills with careful attention to detail when entering booking and guest data.
• Patience, courteous communication skills, and disciplined follow-up habits.
• Capability to work autonomously and reliably during assigned reservation hours.
• Must have access to a desktop or laptop computer.
• Graduate degree preferred.
• Experience in hotel reservations, front-office, guest relations, or hospitality customer service is desirable.
• Familiarity with DJUBO or other property management systems and hotel channel managers is an advantage.
• Hands-on experience with OTAs such as MakeMyTrip, Goibibo, Agoda, and related extranets is beneficial.
• Ability to speak Gujarati is a plus.