Reservation Support Executive

Job Summary
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We are looking for a detail\-oriented and customer\-focused Reservation Support Executive to manage booking\-related queries, assist travelers and hotel partners, and ensure smooth reservation operations. The role requires excellent communication skills, problem\-solving ability, and the capability to coordinate between customers, hotels, and internal teams to deliver a seamless booking experience.<\/span>
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Key Responsibilities<\/span>
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Reservation Management<\/span>
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• Handle customer and hotel partner queries related to reservations, modifications, cancellations, refunds, and booking confirmations.<\/span>
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• Assist travelers with booking\-related issues through email, chat, phone, and other communication channels.<\/span>
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• Verify booking details, room availability, rates, policies, and special requests.<\/span>
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• Coordinate with hotels for reservation updates, availability confirmation, and service\-related concerns.<\/span>
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• Ensure accurate processing of booking changes and amendments.<\/span>
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  Customer & Partner Support<\/span>
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  • Provide timely and professional support to travelers and hotel partners.<\/span>
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  • Resolve customer complaints and ensure a high level of customer satisfaction.<\/span>
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  • Communicate with hotels regarding guest requirements, payment issues, and reservation discrepancies.<\/span>
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  • Escalate critical cases to the concerned teams for quick resolution.<\/span>
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    Operations & Coordination<\/span>
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    • Monitor booking status and ensure smooth completion of reservations.<\/span>
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    • Maintain accurate records of customer interactions and resolutions.<\/span>
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    • Follow standard operating procedures (SOPs) for reservation handling.<\/span>
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    • Work closely with sales, operations, finance, and technology teams to resolve issues.<\/span>
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      Quality & Process Improvement<\/span>
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      • Identify recurring booking issues and suggest improvements.<\/span>
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      • Maintain service quality standards and achieve assigned support targets.<\/span>
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      • Ensure compliance with company policies and customer service guidelines.
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        Requirements<\/h3>

        Required Skills & Qualifications
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        • Bachelor\u2019s degree in any discipline preferred.<\/span>
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        • Experience in hotel reservations, travel operations, OTA, hospitality, or customer support is preferred.<\/span>
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        • Good knowledge of hotel booking processes, room types, cancellation policies, and travel operations.<\/span>
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        • Excellent verbal and written communication skills.<\/span>
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        • Strong customer handling and problem\-solving abilities.<\/span>
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        • Ability to work in a fast\-paced environment and manage multiple tasks.<\/span>
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        • Basic computer skills and familiarity with CRM, reservation systems, or ticketing tools.<\/span>
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          Preferred Skills<\/span>
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          • Experience with Online Travel Agencies (OTA) or Property Management Systems (PMS).<\/span>
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          • Knowledge of global travel markets and hotel operations.<\/span>
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          • Ability to communicate with international customers and partners.<\/span>
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            Key Performance Indicators (KPIs)<\/span>
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            • Booking query resolution time.<\/span>
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            • Customer satisfaction score.<\/span>
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            • Response time and service quality.<\/span>
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            • Accuracy of reservation handling.<\/span>
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            • Issue resolution efficiency.<\/span>
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              Work Environment<\/span>
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              The Reservation Support Executive will work in a collaborative environment focused on delivering excellent travel experiences by supporting customers and hotel partners worldwide.
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              Benefits<\/h3>

              Benefits
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              • Competitive salary package based on skills and experience.
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              • Opportunity to work with a growing travel technology company and global hospitality ecosystem.
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              • Professional training on hotel reservations, OTA operations, PMS, customer handling, and travel technology platforms.
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              • Career growth opportunities in Operations, Customer Success, Partner Management, and Travel Technology domains.
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              • Exposure to international hotel partners and global travel markets.
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              • Learning opportunities with modern tools, automation, and technology\-driven processes.
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              • Supportive and collaborative work environment.
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              • Performance\-based incentives and recognition programs (as applicable).
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              • Employee engagement activities and team\-building initiatives.
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              • Paid leave and holidays as per company policy.
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              • Health and wellness support as per company benefits.
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              • Opportunity to contribute ideas for improving customer experience and operational processes.
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