Job Description

Key Responsibility:

1. Call & Lead Handling

Handle high-volume calls related to room reservations, packages, and general hotel inquiries.

Respond promptly to guest queries received via phone, WhatsApp, email, website, and OTA chat platforms.

Manage and track leads generated from digital campaigns, website inquiries, travel partners, and walk-in calls.

Follow up on missed calls, WhatsApp leads, and pending inquiries to maximize conversion.

2. Lead Conversion & Upselling

Convert inquiries into confirmed bookings by effectively presenting room options, rates, and value-added packages.

Upsell and cross-sell room categories, meal plans, resort experiences, and add-on services.

Handle corporate and long-stay inquiries for business hotels with clear communication of negotiated and best available rates.

Achieve daily and monthly lead conversion and revenue targets.

3. WhatsApp & Digital Communication

Professionally manage WhatsApp conversations with clients, including sharing rates, packages, images, and booking details.

Ensure timely responses and proper follow-ups through WhatsApp and CRM tools.

Maintain accurate records of WhatsApp and digital inquiries for tracking and reporting.

4. Reservation Processing

Create, modify, and cancel reservations accurately in the PMS.

Ensure correct entry of guest details, rates, special requests, and payment terms.

Reconfirm bookings and communicate clearly with guests regarding policies, inclusions, and confirmation details.

5. Coordination & Guest Service

Coordinate with Front Office, Sales, Revenue, and Operations teams to ensure seamless guest experience.

Communicate special requests, preferences, and corporate requirements to relevant departments.

Handle basic reservation-related concerns and escalate issues when required.

6. Reporting & Compliance

Maintain call logs, lead trackers, and follow-up records.

Prepare daily reports on calls handled, leads generated, conversions, and revenue achieved.

Adhere to SOPs, rate parity guidelines, and brand standards.

Maintain confidentiality of guest and company information.

Candidate Profile

# Experience

1-4 years of experience in hotel reservations, call centre, or hospitality customer service.

Prior experience handling resort and business hotel reservations preferred.

Exposure to WhatsApp Business, CRM tools, and PMS systems (Opera or similar).

# Skills & Competencies

Excellent verbal and written communication skills.

Strong sales orientation with focus on lead conversion.

Ability to handle high call volumes and multitask efficiently.

Professional phone etiquette and customer-focused approach.

Good computer skills and familiarity with hotel systems and online platforms.

Graduate or Diploma in Hotel Management, Hospitality, or related field.

Job Type: Full-time

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person