Reservations Executive Traveler Xperiences Executive

Job Description

Reservations Executive / Traveler Xperiences Executive

Position Title

Reservations Executive / Traveler Xperiences Executive

Department

Central Reservations Office

Reporting To

Reservations Manager

Location

Corporate Office / Central Reservations Office

Job Purpose

The Reservations Executive is responsible for handling all room reservation enquiries and converting them into confirmed bookings through effective sales and customer service. The role involves managing enquiries received through telephone, email, website, WhatsApp, social media, travel agents, and corporate channels while ensuring maximum occupancy, revenue generation, and guest satisfaction across all Xandari Resorts.

Key Responsibilities

Reservation Management

Handle reservation enquiries received through calls, emails, website forms, WhatsApp Business, social media, travel agents, OTAs, and corporate clients.

Provide accurate information on room categories, rates, packages, promotions, and resort facilities.

Prepare and send quotations, proposals, and booking confirmations within the defined response time.

Follow up on pending enquiries to maximize conversion and revenue.

Process reservations, modifications, cancellations, and amendments accurately in the reservation system.

Sales & Revenue Generation

Convert enquiries into confirmed bookings through effective sales techniques.

Promote upselling and cross-selling opportunities, including room upgrades, meal plans, spa services, destination experiences, and extended stays.

Achieve monthly sales and conversion targets set by the management.

Support direct booking initiatives and reduce dependency on third-party channels.

Guest Communication

Maintain professional and courteous communication with guests at all times.

Address guest queries regarding resort facilities, transportation, activities, payment policies, and special requests.

Coordinate special arrangements for honeymooners, families, groups, corporate guests, and VIPs.

Coordination & Operations

Coordinate with Front Office, Sales, Revenue, Marketing, and Resort Operations teams to ensure seamless guest experiences.

Share daily arrival, departure, and special request details with respective resort teams.

Ensure all reservations are guaranteed with advance payments as per company policy.

Conduct pre-arrival guest confirmation calls and communications when required.

CRM & Data Management

Update guest profiles, enquiry details, and booking information in Zoho CRM and reservation systems.

Maintain accurate records of all enquiries, bookings, cancellations, and guest interactions.

Generate daily, weekly, and monthly reservation reports.

Track lead sources and booking trends for management review.

Quality & Compliance

Follow reservation SOPs, company policies, and service standards.

Ensure accuracy in rate application, booking details, payment collection, and documentation.

Maintain confidentiality of guest information and company data.

Support audit requirements and reporting processes.

Key Performance Indicators (KPIs)

Enquiry Response Time.

Conversion Ratio.

Monthly Room Revenue Achievement.

Direct Booking Contribution.

Upselling Revenue.

Reservation Accuracy Rate.

Guest Satisfaction Scores.

CRM Data Accuracy & Timely Updates.

Follow-up Efficiency on Pending Enquiries.

Qualification & Experience

Graduate in Hospitality Management, Tourism, Travel Management, Business Administration, or related field.

Minimum 13 years of experience in Reservations, Front Office, Guest Relations, or Hotel Sales.

Skills Required

Experience in resort or hospitality industry preferred.

Excellent verbal and written communication skills.

Strong sales and negotiation abilities.

Customer service orientation.

Knowledge of hotel reservation systems and channel management.

Proficiency in MS Office and CRM software (Zoho CRM preferred).

Ability to work under pressure and achieve sales targets.

Strong organizational and multitasking skills.

Attention to detail and accuracy.

Key Attributes

Positive attitude and professional appearance.

Strong interpersonal and relationship-building skills.

Result-oriented and revenue-focused mindset.

Team player with a guest-centric approach.

Ability to handle challenging situations with confidence and professionalism.

Prepared For

Xandari Hospitality Services Pvt. Ltd.

Department

Central Reservations Office (CRO)

Position Level

Executive Level