Role Overview:

Responsible for leading the Reservations & CEC voice team, ensuring seamless guest experience, strong team performance, and operational excellence across all channels.

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

📌 Deputy Manager (Delhi)
🏢 Encalm Hospitality
📍 Delhi