CRM Executive – Reservations Department

Department: Reservations / CRM

Location: Surat, Gujarat

Industry: Hospitality

Experience: Fresher to 3 Years

Employment: Full-Time

Reports To: Reservations / CRM Manager

ABOUT THE ROLE

We are looking for a proactive and customer-focused CRM Executive to join our Reservations Department. The role is responsible for managing guest interactions, handling reservation enquiries, converting leads into bookings, and building long-term relationships with existing and potential guests.

The ideal candidate should have excellent communication skills, strong follow-up discipline, a service mindset, and the ability to coordinate smoothly with hospitality operations.

KEY RESPONSIBILITIES

1. Guest Relationship Management

- Handle guest enquiries through phone, WhatsApp, email, and other approved channels.
- Build and maintain positive relationships with guests and repeat customers.
- Capture guest preferences, occasions, dining requirements, and feedback.
- Maintain accurate guest profiles and interaction history in the CRM system.

2. Reservations & Lead Conversion

- Handle table, group, event, and special-occasion reservation enquiries.
- Follow up with prospective guests and convert enquiries into confirmed bookings.
- Confirm, modify, reschedule, and cancel reservations accurately.
- Track tentative reservations and pending confirmations until closure.
- Ensure reservation details are communicated to the respective outlet/team.

3. Pre- and Post-Visit Engagement

- Reconfirm upcoming reservations and understand special requirements before arrival.
- Coordinate arrangements for birthdays, anniversaries, corporate dinners, and celebrations.




- Conduct post-visit follow-ups to collect feedback and encourage repeat visits.

KEY RESPONSIBILITIES – CONTINUED 4. CRM & Data Management

- Maintain updated customer databases, reservation records, and guest preferences.
- Track enquiries, follow-ups, conversions, cancellations, and no-shows.
- Prepare basic CRM and reservation reports as required.
- Ensure guest information is handled accurately and professionally.

5. Coordination with Operations

- Coordinate with Outlet Managers, Restaurant Managers, Front Office, Sales, and Operations teams.
- Communicate VIP bookings, special requests, large groups, and important guest preferences.
- Ensure confirmed reservations are properly handed over to the relevant outlet team.
- Assist in resolving reservation-related guest concerns quickly and professionally.

6. Sales & Revenue Support

- Identify opportunities to upsell premium tables, special packages, events, and experiences.
- Support reservation and revenue targets through proactive follow-up.
- Track enquiry-to-booking conversion and follow-up effectiveness.
- Maintain regular engagement with high-value and repeat customers.

REQUIRED SKILLS
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building ability.
- Good follow-up, persuasion,



and lead-conversion skills.
- Strong coordination, organization, and attention to detail.
- Basic knowledge of CRM systems, reservation platforms, and MS Office / Google Workspace.
- Ability to manage multiple enquiries while maintaining service quality.
- Professional telephone and WhatsApp communication etiquette.
- Comfort working in a rapid-paced hospitality environment.

PREFERRED PROFILE
- Fresher to 3 years of experience in hospitality, restaurants, hotels, reservations, customer service, or telecalling.
- Freshers with strong communication and a customer-centric attitude are welcome.
- Knowledge of CRM or reservation software is an added advantage.
- Willingness to work rotational shifts, weekends, and peak business periods.

KEY PERFORMANCE INDICATORS (KPIs)KPI AreaMeasure / OutcomeReservation ConversionEnquiry-to-booking conversion rate and confirmed reservationsGuest EngagementResponse time, follow-up quality, and guest satisfactionRetentionRepeat guest engagement and relationship developmentCRM AccuracyCompleteness and accuracy of customer / reservation recordsRevenue SupportUpselling and contribution to reservation / event revenueBooking QualityReduction in avoidable cancellations, errors, and no-showsWHAT WE EXPECT We are looking for someone who is professional, energetic, guest-focused, and highly proactive. The right candidate should not simply process reservations; they should actively build guest relationships, improve booking conversion, and contribute to a seamless hospitality experience from the first enquiry through post-visit engagement.

Work Location: In person

📌 Customer Relationship Manager (Surat)
🏢 Bookends Hospitality
📍 Surat