Reservation & Guest Relations Executive

About the Role

We are looking for a Reservation Executive to handle booking enquiries, maintain complete and accurate reservation records, support guests before and during their stay, and collect and organize guest feedback.

Responsibilities

• Answer reservation and guest calls and respond through WhatsApp, email and other approved channels.
• Communicate approved availability, rates, room details, booking conditions and property information clearly.
• Create and update bookings accurately in DJUBO and maintain consistent records across relevant OTA channels.
• Record modifications, cancellations, advances, payment status, guest information and special requirements.
• Follow up on pending enquiries and advances and help convert appropriate enquiries into direct bookings.
• Coordinate booking details and guest requirements with the hotel operations team.
• Handle routine guest questions, requests and complaints professionally and escalate serious or unresolved issues promptly.
• Contact guests for feedback where assigned, record it accurately and share recurring issues with the relevant team.
• Maintain a daily reservation and follow-up status with clear pending actions.

Requirements

• Clear and professional spoken and written English and Hindi.
• Good computer proficiency and accuracy while entering booking and guest information.
• Patient, courteous communication and strong follow-up discipline.
• Ability to work independently and reliably during assigned reservation hours.

Nice to Haves

• Previous hotel reservations, front-office, guest-relations or hospitality customer-service experience.
• Familiarity with DJUBO or another hotel PMS/channel manager.
• Hands-on use of Booking.com, MakeMyTrip, Goibibo, Agoda or other OTA extranets.
• Gujarati language ability.

Qualifications

• Graduate preferred but not mandatory.
• Relevant hotel or guest-contact experience receives more weight than formal education.

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