Company Description Reality Tours & Travel is an award-winning responsible tour operator based in Mumbai and Delhi, India, known for its focus on social impact and community engagement. Since 2005, the company has worked to challenge negative perceptions of less developed communities and support social change by reinvesting profits locally. It offers a wide range of tours in Mumbai, Delhi, and other regions, helping visitors explore areas that are hard to access independently while gaining a deeper understanding of local social contexts.

At the same time, Reality Tours & Travel celebrates the distinctive sights, experiences, food, and people of India. Notably, 80% of tour profits fund Reality Gives, an NGO that supports education and development projects in Dharavi and beyond.

Role Description The Reservations Manager is a full-time, on-site role based in Mumbai, responsible for overseeing the end-to-end reservations process for tours and related services. This role includes managing booking inquiries via phone, email, and online platforms, confirming reservations, maintaining accurate records, and coordinating with operations and guides to ensure smooth tour execution.

The Reservations

Manager will handle customer queries and special requests, provide pre-tour information, and work closely with the sales team to maximize occupancy and revenue. Day-to-day responsibilities also involve monitoring booking systems,



preparing reports on reservation trends, implementing process improvements, and ensuring a high-quality service experience aligned with the company’s mission and values.

Qualifications

- Strong reservations and booking management skills, with experience using reservation or CRM systems.
- Excellent customer service abilities, including handling inquiries, resolving issues, and maintaining a client-focused approach.
- Clear and professional communication skills, both written and verbal, with fluency in English; knowledge of Hindi or other local languages is an advantage.
- Sales-related skills, such as converting inquiries into confirmed bookings and supporting revenue goals.
- Experience in training or mentoring team members on reservation procedures and customer service standards.
- Previous experience in travel, tourism, hospitality, or a related industry is highly beneficial.
- Solid organizational and time-management skills, with attention to detail and the ability to handle multiple bookings simultaneously.
- Comfort working with digital tools, spreadsheets, and reporting; familiarity with online booking platforms is a plus.
- Ability to work on-site in Mumbai and collaborate effectively with cross-functional teams.
- Relevant diploma or degree in tourism, hospitality, business, or a related field preferred.

📌 Reservations Manager (Mumbai)
🏢 Reality Tours u0026 Travel
📍 Mumbai