Reservation Associate

About The Rajbari Bawali

The Rajbari Bawali is a historic and luxurious heritage palace over 300 years old, acclaimed across India for its timeless architecture, tailored experiences, and outstanding hospitality. The destination caters to leisure travelers, destination weddings, corporate retreats, social events, and cultural celebrations, ensuring personalized service and unforgettable memories for every visitor.

Position Overview

The Reservation Associate's primary role is to facilitate efficient room bookings and manage guest inquiries, ensuring smooth reservations across various platforms. This includes maximizing room occupancy and revenues, maintaining precise reservation records, coordinating with various departments, and embodying the luxury standards of The Rajbari Bawali through exemplary customer service.

Key Duties and Responsibilities

• Handle reservation requests via phone, email, website, WhatsApp, OTAs, and social media channels.
• Manage bookings accurately using the Property Management System (PMS).
• Confirm, amend, or cancel reservations according to company protocols.
• Maintain up-to-date and accurate guest, booking, and payment information.
• Regularly monitor reservation availability and update inventory accordingly.
• Respond swiftly and professionally to guest questions, explaining room types, packages, pricing, amenities, and offers.
• Assist guests in choosing accommodations tailored to their preferences and coordinate any special arrangements like transfers or celebrations.
• Promote upselling opportunities including premium rooms, meal plans, and special packages to optimize occupancy and revenue.
• Support the Sales & Marketing team toward occupancy goals.
• Oversee reservations via OTAs such as Booking.com, MakeMyTrip, Goibibo, Agoda, Expedia, and Airbnb ensuring accurate room availability and pricing.
• Collaborate with channel managers to avoid overbooking and manage discrepancies.
• Address guest review feedback from online platforms internally.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Events, and Operations departments to ensure guest needs and booking details are communicated and fulfilled.
• Maintain daily reports on occupancy, arrivals, departures, payments, and booking confirmations, adhering to SOPs and confidentiality guidelines.
• Manage and resolve reservation-related issues and guest complaints professionally, maintaining a guest-first approach throughout.
• Comply with company policies, data privacy laws, and quality standards while ensuring records remain audit-ready.
• Maintain professionalism in grooming, communication, and uphold continuous enhancement of reservation processes.

Required Qualifications and Experience

• Graduate degree preferably in Hospitality Management, Hotel Management, Tourism, Business Administration, or related areas.
• Diploma in Hotel Management or similar is a valuable advantage.
• One to three years' experience in hotel reservations, front office, customer service, or sales coordination, with preference for luxury hotels, resorts, or heritage properties.
• Fresh graduates with strong communication skills and hospitality interest are also welcome.

Essential Skills and Personal Attributes

• Excellent spoken and written communication capabilities in English and Hindi; knowledge of Bengali is desirable.
• Proficient in Property Management Systems (e.g., IDS, Opera, Hotelogix) and online travel agent platforms.
• Competent with Microsoft Office applications especially Excel, Word, and Outlook.
• Strong customer service orientation, multitasking ability, and keen attention to detail.
• Ability to work calmly under pressure and manage deadlines effectively.
• Positive, organized, guest-centric, proactive, honest, reliable, and professional demeanor with strong interpersonal and problem-solving skills.

Work Environment and Conditions

• Role requires rotational shifts, including weekends and public holidays.
• Primarily office-based with frequent communication through various channels.
• May involve extended work hours during peak seasons, weddings, and special events.

Performance Indicators

• Rate of converting inquiries into confirmed reservations.
• Contribution to room occupancy and revenue via upselling.
• Accuracy in booking and error-free reservation maintenance.
• Timeliness in responding to guest inquiries and resolving issues.
• Guest satisfaction and positive feedback measures.
• OTA booking performance and monitoring of guest reviews.
• Adherence to SOPs, policies, and effective teamwork attendance.

Why Join Us

Joining The Rajbari Bawali means becoming part of a team committed to excellence in the luxury hospitality sector. As a Reservation Associate, you will play a vital role in shaping exceptional guest experiences through personalized and seamless booking processes, supporting the legacy of one of India’s premier heritage destinations.

Compensation

The position offers a monthly salary between 15000 and 20000 INR, reflecting the responsibilities and expertise required.