Reservations Executive

Job Overview

We are seeking a motivated and detail-conscious Reservations Executive to join our team at Mercure Hotels in Lucknow, Uttar Pradesh. This integral position involves overseeing booking operations with accuracy and providing excellent customer service to enhance guest experiences. The role demands strong organization, customer focus, and multitasking abilities to boost occupancy and nurture positive relationships with clients and travel partners.

Key Responsibilities

• Accurately handle individual and group booking requests through hotel reservation systems and property management software.
• Provide exceptional customer support via telephone, email, and face-to-face interactions with professionalism and empathy.
• Establish and maintain effective partnerships with clients, travel agents, corporate clients, and internal teams.
• Apply strategic selling and upselling methods to increase occupancy and revenue.
• Prepare, verify, and distribute rooming lists, confirmations, amendments, and other reservation-related documents carefully.
• Timely process reservation changes, cancellations, and releases to maintain updated records.
• Analyze booking data and trends to identify opportunities for enhancement and assist with strategic planning.
• Stay updated on hotel offers, packages, pricing, and seasonal promotions to inform clients comprehensively.
• Address and resolve guest inquiries and complaints efficiently to ensure satisfaction.
• Collaborate with front office, housekeeping, and other departments to guarantee smooth guest services.
• Support ongoing improvements in reservation workflows and customer service standards.
• Maintain well-organized records while managing multiple bookings simultaneously.

Candidate Requirements

• Diploma in Tourism, Hospitality Management, or relevant disciplines.
• At least 2 years of proven experience in a reservations role within the hospitality sector.
• Competency in Microsoft Office tools, especially Excel, Word, and PowerPoint, with strong data handling and analytical skills.
• Expertise in hotel reservation software, property management systems, and hospitality tech platforms.
• Outstanding customer service aptitude with a history of enhancing guest satisfaction.
• Fluent written and spoken English; additional languages are advantageous.
• Excellent organizational and time management capabilities to function in a fast-moving environment.
• Detail-oriented with strong analytical abilities.
• Ability to multitask, prioritize multiple assignments, and consistently meet deadlines.
• Effective problem-solving skills to manage challenging situations calmly and professionally.
• Good interpersonal and teamwork skills to cooperate across departments.
• Adaptability and flexibility to meet evolving business requirements and shift patterns.
• Preferred knowledge of revenue management and techniques for maximizing occupancy.
• Ability to maintain accuracy and service quality under pressure.

Additional Information

Applicants should have 2 to 3 years of experience in hotel reservation roles. Holding a diploma, degree, or equivalent credentials in hospitality management or related fields is essential.