Reservations Executive

Position: Reservations ExecutiveCompany: VIBESCAPES Website: https://vibescapes.inAbout Us: Vibescapes is a boutique resort and villa management company specializing in providing exceptional hospitality services in some of the most breathtaking holiday locations around Maharashtra.Property Locations: Panchgani, Lonavala, Mulshi & KarjatJob Description:1.     Reservation Management:·       Handle incoming reservations via phone, email, and online platforms.·       Accurately record customer details, preferences, and reservation information into the booking system.·       Coordinate with other departments to ensure the availability of resources for reservations.2.     Customer Communication:·       Respond promptly and professionally to customer inquiries, providing detailed information about available services, packages, and promotions.·       Assist customers in selecting suitable options based on their preferences and requirements.·       Address customer concerns and resolve issues to ensure a positive booking experience.3.     Booking Coordination:·       Collaborate with internal teams to ensure seamless coordination of bookings, including room assignments, special requests, and event planning if applicable.·       Manage booking changes and cancellations efficiently, adhering to company policies and procedures.·       Provide customers with clear booking confirmations and relevant details.4.     Upselling and Cross-Selling:·       Identify opportunities to upsell additional services, amenities, or packages to enhance the customer experience.·       Inform customers about relevant upgrades, add-ons, or promotions that align with their preferences.5.     Documentation and Reporting:·       Maintain accurate and organized records of reservations, customer interactions, and payment information.·       Generate reports on reservation trends, occupancy rates, and customer feedback to support decision-making.6.     Collaboration:·       Work closely with the sales and marketing teams to promote special offers, seasonal packages, and promotional campaigns.·       Communicate effectively with team members to ensure a cohesive and efficient reservation process.7.     Customer Satisfaction:·       Strive to exceed customer expectations by providing exceptional service and personalized recommendations.·       Gather feedback from customers and utilize it to improve the reservation process and overall customer experience.8.     Qualifications:·       Previous experience in a customer-facing role, preferably in hospitality, travel, or a related field.·       Excellent communication skills, both written and verbal.·       Strong attention to detail and accuracy in data entry.·       Proficiency in using reservation and booking software/systems.·       Ability to multitask and manage time effectively in a fast-paced environment.·       Problem-solving skills to address customer concerns and find appropriate solutions.·       Knowledge of (specific industry/sector) and the ability to provide relevant information to customers.·       Positive attitude and a customer-centric approach.Responsibilities:·       Processes reservations by mail, telephone, website, WhatsApp, online platforms or central reservation systems referral·       Processes reservations from the sales channels and travel agents·       Creates and maintains reservation records by date of arrival and alphabetical listing·       Open and close the inventory as and when required in all the OTA channels and on the hotel website·       Configuring rates on the hotels property management system in sync with management and on all our OTA platforms·       Determines room rates based on the selling tactics and maximising revenue as per management and helps develop room revenue and occupancy forecasts·       Makes sure that all reports required by the management are maintained on excel sheets and reservation related files are kept up to date.·       Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees ·       Getting information about areas of interest in order to target more clients & increasing sales basis set targets through various channels·       To liaison with travel agents and establish other marketing networks to maximise sales·       To ensure seamless coordination with guests, property managers & managementSkills and Expertise:·       People with excellent customer service skills, a warm disposition, and good problem-solving abilities will thrive as a hotel reservation agent. ·       Interpersonal skills - patience, a good listening ear, and confident communication are important skills a hotel reservation agent must rely on while assisting customers·       Organization skills - hotel reservation agents usually manage large amounts of customer information and should be able to easily keep track of everything ·       Memorization - reservation agents are expected to have an in-depth knowledge of hotel features, amenities, and room information, along with information about the surrounding area ·       Patience - work as a reservation agent can include many stressful situations with a variety of customers, and agents are expected to remain calm and pleasant no matter the situation ·       Technological proficiency - the duties of hotel reservation agents are carried out on the phone or on the computer, and those in the role should be comfortable with using technology  PRB