Reservation Executive

Accor; Pune District; On-site; INR 420,000 - 700,000; Full time

Job summary

Accor in Pune is looking for an experienced Reservations Specialist to manage individual and group requests via phone, email, and online channels, delivering a personalised luxury experience.

You will maintain guest profiles, rates, and preferences in Opera PMS, collaborate with Front Office and Sales, and focus on upselling while upholding Accor standards and data protection policies. Weekend shifts required, professional and service-oriented attitude essential.

Qualifications

• Excellent verbal and written communication skills in English.
• Strong working knowledge of Opera PMS, CRM systems, and online booking channels.
• Highly detail-oriented with strong organizational, planning, and multitasking skills.
• Guest-focused, sales-driven mindset with a polished, professional, and warm service approach.
• Ability to work effectively under pressure while maintaining accuracy and professionalism.
• Flexibility to work shifts, including weekends and public holidays.

Responsibilities

• Manage all individual and group reservation requests through phone, email, and online channels in a timely, professional, and brand-aligned manner.
• Ensure all reservations are accurately created, updated, and maintained in the system with complete guest profiles, preferences, and special requests.
• Maintain up-to-date knowledge of room categories, rates, packages, promotions, and hotel services.
• Demonstrate strong product and brand knowledge to effectively upsell and cross-sell in line with revenue objectives.
• Work closely with Front Office, Sales, and Revenue Management teams to optimize inventory utilization and maximize revenue opportunities.
• Adhere strictly to company policies and procedures regarding payments, cancellations, amendments, and data protection.
• Anticipate guest needs and personalize reservations to deliver a bespoke luxury experience.
• Handle VIP, corporate, and special request reservations with the highest level of attention, confidentiality, and care.
• Prepare and submit daily, weekly, and monthly reservation reports as required.
• Build and maintain strong professional relationships with travel agents, corporate partners, and internal departments.
• Actively participate in trainings and contribute to continuous improvement of service standards and reservation processes.

Skills

Communication skills

Customer service

Attention to detail

Organizational skills

Multitasking

Sales mindset

Tools

Opera PMS

CRM systems

Online booking channels

Job description

Job Description

• Manage all individual and group reservation requests through phone, email, and online channels in a timely, professional, and brand-aligned manner,
• Ensure all reservations are accurately created, updated, and maintained in the system with complete guest profiles, preferences, and special requests,
• Maintain up-to-date knowledge of room categories, rates, packages, promotions, and hotel services,
• Demonstrate strong product and brand knowledge to effectively upsell and cross-sell in line with revenue objectives,
• Work closely with Front Office, Sales, and Revenue Management teams to optimize inventory utilization and maximize revenue opportunities,
• Adhere strictly to company policies and procedures regarding payments, cancellations, amendments, and data protection,
• Anticipate guest needs and personalize reservations to deliver a bespoke luxury experience,
• Handle VIP, corporate, and special request reservations with the highest level of attention, confidentiality, and care,
• Prepare and submit daily, weekly, and monthly reservation reports as required,
• Build and maintain strong professional relationships with travel agents, corporate partners, and internal departments,
• Actively participate in trainings and contribute to continuous improvement of service standards and reservation processes.

Qualifications

• Minimum 3 years of experience in a similar role within a luxury or 5-star hotel environment,
• Excellent verbal and written communication skills in English (additional languages are an asset),
• Strong working knowledge of Opera PMS, CRM systems, and online booking channels,
• Highly detail-oriented with strong organizational, planning, and multitasking skills,
• Guest-focused, sales-driven mindset with a polished, professional, and warm service approach,
• Ability to work effectively under pressure while maintaining accuracy and professionalism,
• Flexibility to work shifts, including weekends and public holidays.