Key Responsibilities:

- Team Leadership: Manage, motivate, and develop the reservations and voice team; oversee schedules, performance, and daily workflows.

- Reservations Expertise: Handle end -to -end reservations processes including inventory checks, special requests, policies, accurate reservations, TAT adherence.

- Voice Operations: Monitor call quality, manage SLAs/AHT, coach agents, and ensure consistent, brand -aligned guest interactions.

- Escalation Management: Independently resolve guest escalations with sound judgment and timely communication.

- Process & Quality Control: Ensure SOP adherence,



conduct quality audits, drive accuracy in bookings, and implement process improvements.

- Cross -Functional Coordination: Work closely with hotels, revenue, finance, OTA partners, operations for smooth operations.

- System Proficiency: Comfortable with PMS, CRM, and reporting tools; ability to generate, analyse, and share daily/weekly MIS.

Ideal Profile:

- 5+ years of experience in reservations/call centre with team handling exposure

- Strong communication, decision -making, and problem -solving skills

- Ability to work in a high -volume, fast -paced workplace