Reservations Executive - Fairmont Mumbai and Roswyn, A Morgans Originals Hotel

Job Summary:

The Reservation Executive is responsible for managing room reservations, processing bookings, and ensuring a smooth reservation process for all guests. This role requires attention to detail, excellent communication skills, and a commitment to providing high-quality service. The Reservation Executive serves as the first point of contact for potential guests, assisting with inquiries, confirming bookings, and updating reservation systems as necessary.

Key Responsibilities:

1. Reservation Management:

   • Handle all incoming reservations through various channels, including phone, email, and online booking systems.
   • Confirm reservation details with guests, including dates of stay, room type, and special requests.
   • Maintain an accurate record of all reservations, including cancellations and modifications, in the reservation system.
   • Ensure that reservations are booked in compliance with hotel policies, availability, and revenue management strategies.

2. Guest Communication:

   • Provide information to potential guests regarding room availability, hotel amenities, rates, and policies.
   • Answer inquiries promptly, offering personalized assistance to meet guest needs and expectations.
   • Maintain a friendly and professional manner when communicating with guests, both in writing and over the phone.

3. Reservation System Management:

   • Input and update reservations in the Property Management System (PMS) or Central Reservation System (CRS).
   • Ensure that all guest information is accurately entered, and data integrity is maintained.
   • Generate daily reports to track reservations and guest arrivals.

4. Collaboration:

   • Work closely with the Front Desk and Housekeeping teams to ensure accurate guest arrivals, special requests, and room assignments.
   • Coordinate with the Sales and Marketing team to promote special offers and packages.
   • Handle group bookings and event reservations in collaboration with the Events and Banquet departments.

5. Customer Service:

   • Handle guest complaints or concerns related to reservations promptly and professionally.
   • Ensure that the guests' needs are met before, during, and after their stay by coordinating with relevant departments.

6. Revenue Optimization:

   • Monitor room rates, availability, and promotions to maximize revenue per available room (RevPAR).
   • Assist in up-selling and cross-selling room upgrades, packages, and services to increase hotel revenue.

7. Administration & Reporting:

   • Prepare and submit reports regarding reservation trends, occupancy, and cancellations.
   • Maintain guest profiles and historical reservation data for future reference.
   • Perform daily, weekly, and monthly reservation audits to ensure accuracy and compliance with internal processes.

Key Skills and Qualifications:

• Education: High school diploma or equivalent (preferably with a degree in Hospitality or related field).
• Experience: Previous experience in a hotel reservation or front desk position preferred.
• Technical Skills: Proficiency in Property Management Systems (PMS), booking engines, and MS Office Suite.
• Communication Skills: Excellent verbal and written communication skills. Multilingual ability is a plus.
• Customer Service: Strong customer service orientation with a polite and professional demeanor.
• Attention to Detail: Ability to accurately enter information and follow up on any inconsistencies or errors.
• Problem-Solving: Able to resolve conflicts and offer solutions to guest inquiries and issues effectively.
• Time Management: Ability to handle multiple tasks and priorities in a fast-paced environment.