Reservation Executive

Key Responsibilities

• Handle reservation inquiries via phone, email, and online booking platforms/OTAs
• Process bookings, modifications, and cancellations accurately in the system (PMS/CRS)
• Confirm reservations and send confirmation details to guests/clients
• Coordinate with sales, front office, and housekeeping teams for smooth guest experience
• Monitor room/seat/ticket inventory and availability across all channels
• Upsell rooms, packages, or services to maximize revenue
• Maintain accurate records of reservations, rates, and guest preferences
• Handle group bookings, corporate accounts, and travel agent reservations
• Resolve booking discrepancies, overbookings, or guest complaints promptly
• Prepare daily/weekly reports on reservation status, occupancy, and forecasts
• Ensure rate parity across OTAs, website, and other distribution channels
• Follow up on pending reservations, deposits, and payment confirmations
• Stay updated on rates, packages, promotions, and company policies

Required Skills

• Excellent verbal and written communication skills
• Strong knowledge of reservation systems/PMS (e.g., Opera, IDS, RMS) and OTAs (Booking.com, Expedia, MakeMyTrip, etc.)
• Proficiency in MS Office (Excel, Outlook)
• Strong attention to detail and accuracy
• Good negotiation and upselling skills
• Ability to multitask and work under pressure
• Customer-service orientation with a problem-solving attitude
• Knowledge of revenue management basics is a plus

Qualifications

• Graduate in Hotel Management, Travel & Tourism, Business Administration, or related field
• 26 years of experience in reservations (hotel, airline, travel agency, or related industry)
• Prior experience with major PMS/CRS/GDS systems preferred