- Reservation Handling

- Handle room reservation enquiries received through telephone, email, hotel website, online travel agencies (OTAs), and other booking channels.
- Process recent reservations, amendments, extensions, and cancellations accurately.
- Provide guests with information regarding room categories, availability, tariffs, packages, hotel facilities, and applicable booking policies.
- Send reservation confirmations and booking details to guests promptly.
- Ensure all reservations are entered accurately into the Property Management System (PMS).
- Maintain proper records of individual, corporate, group, and travel agent bookings.

2. Guest Communication and Service
- Respond promptly and professionally to guest enquiries through calls, emails, and other communication channels.
- Provide accurate information about room rates, inclusions, meal plans, payment terms, cancellation policies, and check-in/check-out timings.
- Handle special requests, including room preferences, airport transfers, celebrations, and dietary requirements, and communicate them to the concerned departments.
- Follow up on pending enquiries and tentative bookings to convert them into confirmed reservations.
- Handle guest concerns related to reservations professionally and escalate unresolved issues to the reporting manager.

3. Reservation System and Inventory Management
- Maintain accurate room availability, reservation details, guest profiles, and booking status in the PMS.
- Update room inventory and rates across applicable booking platforms in coordination with the authorized team.
- Monitor reservation discrepancies, duplicate bookings, cancellations, and no-shows.
- Coordinate with the Front Office regarding arrivals, departures, VIP guests, group bookings, and special rooming requirements.
- Ensure reservation details are complete, including guest names, contact information, arrival and departure dates, room category, rate, and payment instructions.

4. Revenue and Sales Support
- Promote room categories, packages, meal plans,



and available hotel services to maximize revenue.
- Follow approved pricing strategies, rate plans, and discount policies.
- Identify opportunities for upselling room categories and additional hotel services.
- Follow up on business enquiries, quotations, and tentative bookings.
- Monitor pickup, occupancy trends, and booking patterns, and share relevant information with the reporting manager.
- Ensure no unauthorized discounts or rate deviations are offered to guests.

5. Online Travel Agency (OTA) Coordination
- Monitor reservations received through OTAs and other online booking channels.
- Verify booking details, payment status, special requests, and applicable booking conditions.
- Coordinate with the concerned team to resolve rate discrepancies, inventory mismatches, and booking-related issues.
- Ensure reservation information is updated accurately in the PMS and relevant booking platforms.
- Assist in handling guest queries and disputes related to online reservations.

6. Payment and Documentation
- Communicate deposit requirements, advance payment terms, and cancellation charges as per hotel policy.
- Follow up on pending advances and payment confirmations.
- Verify booking guarantees and billing instructions.
- Coordinate with the Accounts Department regarding payments, refunds, invoices, and billing discrepancies.
- Maintain proper documentation of reservation correspondence, confirmations, and payment records.

7. Interdepartmental Coordination
- Coordinate with Front Office, Sales, Housekeeping, Accounts, and Food & Beverage for smooth guest arrivals and stays.
- Inform the Front Office about expected arrivals, VIP guests, group bookings,



and special requests.
- Communicate relevant booking details and guest preferences to the concerned departments.
- Ensure all booking amendments and cancellations are communicated promptly to avoid operational discrepancies.

8. Reports and Administrative Duties
- Prepare daily reservation reports, arrivals forecasts, pickup reports, cancellation reports, and other assigned reports.
- Maintain reservation registers and enquiry follow-up records.
- Review pending bookings and ensure timely follow-up.
- Maintain confidentiality of guest information and comply with hotel data protection procedures.
- Perform any other duties assigned by the Front Office Manager or management.

Qualifications and Skills
- Graduate or diploma holder in Hotel Management, Hospitality, or a related field preferred.
- Previous experience in hotel reservations or Front Office operations preferred.
- Knowledge of Property Management Systems (PMS); WinHMS experience is an advantage.
- Good verbal and written communication skills.
- Proficiency in MS Office, email correspondence, and online booking platforms.
- Strong organizational skills, attention to detail, and a customer-focused approach.
- Ability to multitask, meet deadlines, and work effectively in a team.

Key Performance Indicators (KPIs)
- Accuracy of reservations and booking records.
- Response time for guest enquiries.
- Conversion rate of enquiries into confirmed bookings.
- Revenue generated through upselling and booking conversions.
- Accuracy of room rates and inventory across booking channels.
- Timely follow-up on tentative bookings and advance payments.
- Guest satisfaction and number of reservation-related complaints.
- Compliance with hotel reservation policies and procedures.

Pay: ₹15,000.00 - ₹18,000.00 per month

Benefits

- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Reservation Executive (Vagator)
🏢 Golden Tulip Vagator Goa
📍 Vagator