Reservation Executive (Homestay)

Job Responsibilities

1. Booking & reservations management — Handling incoming bookings across channels (Airbnb, Booking.com, Agoda, direct website/WhatsApp inquiries), confirming availability, updating the booking calendar/PMS (property management system) to avoid double-bookings, and issuing booking confirmations and invoices.
2. Guest communication — Responding to inquiries, quoting rates, answering pre-stay questions, sending check-in instructions, and coordinating special requests (extra beds, early check-in, late checkout).
3. Channel management — Keeping rates, availability, and property listings synced and updated across OTAs (Online Travel Agencies) and any channel manager software, and adjusting pricing based on seasonality, demand, or promotions.
4. Coordination with operations — Liaising with housekeeping/cleaning teams and caretakers to align check-in/check-out schedules, flagging maintenance issues, and ensuring units are guest-ready.
5. Payment handling — Collecting deposits/full payments, tracking outstanding balances, processing refunds or cancellations per policy.
6. Record-keeping & reporting — Maintaining booking records, occupancy reports, and revenue tracking; sometimes contributing to monthly performance summaries for management.
7. Guest experience & complaint resolution — Acting as the first point of contact for issues during a stay, escalating urgent problems, and following up post-stay for reviews/feedback.
8. Admin support — Assisting with owner/agent coordination if the homestay operates under a management/leasing model, and supporting marketing efforts like updating listings when needed.