Reservation and Customer Care Specialist

Job Summary : We are seeking a dynamic and guest-oriented Reservation Executive to join our Giri India Central Reservations team. The ideal candidate will be responsible for handling reservations for a range of properties under our brand umbrella. The role demands exceptional communication skills, attention to detail, and a deep understanding of our brand's offerings, ensuring that all guests receive the highest level of service and attention when making reservations.

Key Responsibilities :

1. Reservation Management :

o Handle inbound reservations via phone, email, and online channels for multiple properties under the brand’s portfolio.

o Ensure accurate booking information, including dates, room types, rates, and special requests, are captured and confirmed.

o Process modifications, cancellations, and no-show bookings efficiently while ensuring the guest experience is not impacted.

2. Customer Service :

o Provide exemplary customer service by responding promptly and professionally to guest inquiries regarding reservations, availability, rates, and policies.

o Assist guests with special requests such as room preferences, VIP needs, or accommodations for special events.

o Address any reservation-related issues or complaints, working with the relevant teams to resolve them swiftly.

3. Data Entry & System Updates :

o Maintain accurate and up-to-date reservation records in the central reservation system (CRS).

o Ensure that all information such as guest profiles, booking preferences, and payment details are accurately entered and updated.

o Monitor availability across properties to avoid overbookings and ensure proper allocation.

4. Sales & Upselling :

o Promote special offers, packages, and seasonal promotions to enhance revenue and ensure guests are aware of all available options.

o Upsell room types, upgrades, or additional services (e.G., spa, dining, excursions) to maximize revenue opportunities.

o Achieve daily / weekly / monthly targets for upselling and overall reservations.

5. Team Collaboration :

o Work closely with the front desk, sales, and revenue management teams to ensure seamless communication regarding room availability, rates, and guest preferences.

o Support team members in maintaining high operational standards and guest satisfaction.

6. Reporting & Administrative Tasks :

o Assist in preparing reservation reports, tracking occupancy, and identifying trends.

o Contribute to the forecasting of demand and revenue, helping with inventory management.

7. Compliance & Brand Standards :

o Ensure all reservation procedures align with brand standards, policies, and industry best practices.

o Maintain a high level of knowledge about the brand’s properties, facilities, and offerings to accurately inform guests and help with decision-making.

8. Training & Development :

o Stay informed about new tools, systems, and technologies used in central reservations.

o Participate in training programs to enhance product knowledge, sales techniques, and customer service skills