Job Description

WE'RE HIRING | TEAM LEAD – RESERVATIONS

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Echor Hotels & Resorts is looking for an experienced and enthusiastic Team Lead – Reservations to join our growing team at Zirakpur.

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We are looking for someone who can take ownership of the Reservations team, manage day-to-day operations, drive booking conversions, and ensure smooth coordination between the reservations team and our properties.

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If you have solid experience in hotel reservations, guest handling, OTA/B2B bookings and team management, this could be the right opportunity for you!

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Location: Zirakpur

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Experience: 2–4 Years

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Team Handling Experience: Preferred

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Team Management & Leadership

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- Lead and supervise the day-to-day activities of the Reservations team.
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- Allocate enquiries, calls and leads among team members.
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- Monitor individual and team-wise performance on a regular basis.
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- Ensure proper follow-up on all pending and tentative enquiries.
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- Conduct regular team briefings and guide team members on daily priorities.
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- Train new team members on reservation processes, hotel policies, tariffs and packages.
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- Provide regular feedback and coaching to improve individual performance.
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- Motivate the team to achieve monthly booking and revenue targets.
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- Identify performance gaps and work on improving team productivity.
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- Handle escalations and support team members in difficult guest situations.
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Reservations & Guest Handling

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- Supervise and handle room reservations received through calls, WhatsApp, email, website and other channels.
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- Ensure enquiries are handled promptly and professionally.
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- Verify room availability, tariffs, meal plans,



inclusions and booking policies before confirmation.
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- Ensure accurate guest and booking details are entered into the reservation system.
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- Handle booking amendments, cancellations, rescheduling and special requests.
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- Assist the team in converting enquiries into confirmed bookings.
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- Handle important/VIP bookings and escalated guest queries when required.
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Sales & Revenue

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- Monitor enquiry-to-booking conversion and identify areas for improvement.
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- Follow up on lost, pending and tentative bookings.
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- Encourage the team to maximise booking conversions.
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- Promote upselling of room categories, packages, meals, activities and other hotel services.
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- Ensure the team is updated about current offers, packages and promotional rates.
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- Work closely with the Sales team to achieve overall revenue targets.
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- Analyse daily booking performance and take corrective action wherever required.
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OTA & B2B Coordination

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- Supervise reservations received through OTA and B2B channels.
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- Coordinate with OTA/B2B partners regarding booking-related concerns.
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- Ensure correct rates, availability, room categories and booking conditions are communicated.
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- Monitor discrepancies related to bookings, rates, payments and cancellation policies.
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- Coordinate with properties to ensure smooth handling of OTA and B2B-B2C reservations.
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Interdepartmental Coordination

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- Coordinate closely with Sales, Operations, Front Office, Accounts and Property Managers.
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- Ensure confirmed bookings are communicated accurately to the respective property teams.
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- Coordinate regarding room availability, inventory, rates and special guest requirements.
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- Ensure VIP, group and special-request bookings are properly communicated in advance.
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- Assist in resolving operational issues related to reservations.
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MIS & Reporting

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- Prepare daily, weekly and monthly reservation performance reports.
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- Track team-wise enquiries, bookings, conversion ratios and revenue.
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- Monitor pending enquiries and ensure timely closure.
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- Share regular performance updates with management.
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- Maintain accurate reservation and booking-related records.
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We are looking for someone who:-

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Has 2–4 years of experience in hotel reservations, hospitality sales, travel or a related field.

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Has prior experience in team handling / team leadership.

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Has good knowledge of hotel reservations and booking processes.

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Understands OTA and B2B-B2C reservations.

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Has excellent communication and convincing skills.

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Can handle guest escalations professionally.

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Has strong follow-up and coordination skills.

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Is comfortable working with targets and performance metrics.

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Has good knowledge of MS Excel and reservation systems.

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Can take ownership and make decisions independently when required.

📌 Team Lead (Chandigarh)
🏢 Echor Hotels
📍 Chandigarh