Reservation Executive

Reservations & Revenue Executive

Central Reservations | PMS | OTA | Inventory Management | Pricing | Billing

Role Description:
We are looking for a Reservations & Revenue Executive to join our centralized team in Bengaluru.

This is a hands-on role covering reservations, guest communication, hotel PMS management, OTA management, room inventory, pricing, billing, and check-in/check-out administration.

You will be responsible for ensuring that our rooms are correctly represented across our booking channels, reservations are accurately managed in our hotel management system, guests receive timely communication, and the booking process runs smoothly from initial enquiry through checkout.

This is a broad, hands-on hospitality role, not a traditional call-center or tele-sales role. While converting enquiries and maximizing revenue are important, the role also requires strong attention to detail, comfort with technology, and the ability to manage hotel systems and online distribution channels.

The right candidate will be comfortable communicating with guests while also ensuring that bookings, pricing, inventory, billing, and distribution are managed accurately. If you are someone who is quick on calls and chats, comfortable with computers, highly organized, and enjoys taking ownership of the details, you will do very well in this role.

Key Responsibilities
Reservations & Guest Communication

• Handle reservation enquiries through phone, WhatsApp, email, and OTAs
• Convert enquiries into confirmed bookings
• Create, modify, and cancel reservations accurately
• Respond to guest questions regarding availability, rates, room types, policies, and stays
• Handle special requests and pre-arrival guest communication
• Follow up on enquiries and pending bookings
• Upsell room categories, additional nights, and long-stay opportunities

PMS/Hotel Management System

• Create and maintain reservations in the Hotel Management System
• Maintain accurate guest and booking information
• Process check-ins and check-outs in the system
• Update reservation and room status
• Ensure all bookings and guest details are accurately recorded
• Learn and effectively use the company's PMS and related technology

OTA & Inventory Management

• Manage room availability across OTAs and online booking channels
• Maintain accurate room inventory
• Update rates, availability, restrictions, and room allocations
• Open and close inventory as required
• Monitor OTA bookings and ensure they are correctly reflected in the PMS
• Identify and resolve discrepancies between the PMS and OTAs
• Help prevent overbookings and inventory errors

Pricing & Revenue

• Maintain and update room pricing across relevant channels
• Ensure rate parity and accurate pricing across booking channels

Billing & Guest Documentation

• Prepare and verify guest invoices
• Generate and share invoices with guests
• Ensure billing information is accurate
• Send booking confirmations and relevant guest documentation
• Coordinate with the appropriate teams regarding payment and billing discrepancies

Coordination

• Work closely with the property/operations teams to ensure smooth arrivals and departures
• Communicate important reservation information to the relevant teams
• Ensure special requests and guest requirements are properly communicated
• Take ownership of reservation-related issues until they are resolved

Qualifications
Must Have:

• 14 years of experience in hospitality, hotel reservations, travel, front office, OTA management, or a related customer-facing role
• Excellent spoken and written English
• Clear, professional, friendly, and solution-oriented communication
• Strong attention to detail and organizational skills
• Ability to prioritize and manage multiple reservations, guest conversations, and operational tasks in fast-paced environment
• Comfortable working in a role where accuracy, speed, and guest experience are equally important
• Comfortable working with computers and learning new software quickly
• Ability to work independently and take ownership of tasks
• Strong numerical and administrative skills

Strong Advantage:
Experience with the following:

• Hotel PMS / HMS
• Centralized reservations systems
• Booking.com, Agoda, Expedia, MakeMyTrip, Goibibo or other OTAs
• Channel managers
• Room inventory management
• Hotel rate management
• Guest check-in/check-out
• Hotel billing and invoicing
• Revenue management

A Bachelor's degree in Hospitality, Business Administration, Travel & tourism, or a related field is preferred but not mandatory for candidates with relevant experience.