Reservation Executive

Rayna Group; Pune District; On-site; INR 260,000 - 380,000; Full time

Job summary

Rayna Group in Pune district, Maharashtra, India, is seeking a reservations and customer service executive. You will handle customer inquiries by phone, email, and chat, and input bookings using our CRM and reservation software to ensure accurate, timely confirmations.

The role includes upselling airport transfers and tours, coordinating with hotels, airlines, and logistics, and maintaining data accuracy for daily and weekly reports.

Qualifications

• 1–3 years in reservations, customer service, or travel/tourism.
• Freshers with strong communication skills welcomed.
• Bachelor's degree; tourism background a bonus.

Responsibilities

• Handle customer inquiries via calls, emails, and chat on OTA platforms and our own website.
• Capture, confirm, and issue reservation confirmations using our CRM and reservation software.
• Upsell airport transfers, guided tours, insurance, or bundle deals to increase booking value.
• Coordinate with tour operators, hotel partners, airlines, and logistics for seamless fulfillment.
• Process cancellations, refunds, and last-minute changes while maintaining guest relationships.
• Enter accurate data and generate daily/weekly reports on booking volume and revenue.
• Provide post-booking support and handle complaints/feedback to achieve guest satisfaction.
• Assist promotional campaigns and participate in peak-period surge activities.

Skills

Communication skills

Customer service

Sales skills

Team coordination

Education

Bachelor's degree

Tools

CRM software

Job description

Role & responsibilities -

• Customer Inquiry Handling: Answer calls, respond to emails, and chat queries via our website and OTA platforms. Provide real-time information on destinations, pricing, availability, and itineraries.
• Booking Process: Capture, confirm, and issue reservation confirmations for all tourism products (e.g., group tours, solo packages, short trips, adventure expeditions). Use our CRM and reservation software to input and modify bookings.
• Up-sell & Cross-sell: Recommend additional services like airport transfers, guided excursions, insurance, or bundle deals to increase average booking value.
• Internal Coordination: Liaise with tour operators, hotel partners, airlines, and our logistics team for seamless fulfillment. Confirm guest details, payment, and travel documents (e.g., visas, e-visas, group confirmations).
• Cancellation & Modification Management: Process cancellations, refund requests, and last-minute changes while maintaining guest relationships.
• Data Accuracy & Reporting: Enter accurate customer data; generate daily/weekly reports on booking volume, conversion rates, and revenue. Follow up on no-shows and late arrivals.
• Guest Relations: Provide excellent post-booking support and handle complaints/feedback to achieve guest satisfaction.

Other Duties: Assist in promotional campaigns, participate in team meetings, and contribute to seasonal surge activities during peak periods (festivals, vacations).

Preferred candidate profile-

Graduate (any stream preferred; B. Com/BBA/BTS advantage for tourism background).

Experience: 1 - 3 years in reservations, customer service, or travel/tourism industry (freshers with strong communication skills and travel enthusiasm are welcome).