Reservations Associate

ibis, ibis Styles, ibis budget

Maharashtra

On-site

INR 300,000 - 420,000

Full time

5 days ago

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Job summary

ibis is hiring a Reservations Agent in Maharashtra to begin guests' experiences with friendly service and accurate reservation management. You will process reservations, upsell, and maintain guest information while collaborating with team to maximize occupancy and revenue.

Prior hospitality exposure and knowledge of reservation systems are preferred; strong communication is essential. Join our team to contribute to a smooth guest journey and operational efficiency in a dynamic hotel environment,

Qualifications

1+ year in customer-facing role in hospitality or reservations
Experience with reservation systems and hotel management software
Strong communication and data entry accuracy

Responsibilities

Process room reservations and maintain accurate guest records
Upsell services and apply corporate rates per policy
Manage folios and guest history for VIP guests
Supervise and delegate tasks to reservation agents as needed

Skills

Guest service excellence

Upselling and revenue generation

Reservation systems proficiency

Microsoft Office proficiency

Multitasking & accuracy

Education

Hospitality certification

Bachelor's in Hospitality or related

Tools

Hotel reservation software

PMS (Property Management System)

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Company Description

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

As a Reservations Agent, you are the beginning of an exceptional guest experience. You will deliver outstanding, friendly service while maximizing revenue through strategic upselling and ensuring accurate reservation management.

Key Responsibilities

Guest Services & Sales

Deliver exceptional, engaging service and consistently exceed guest expectations
Process room reservations, enter rooming lists, and maintain accurate guest information in the system
Recommend property facilities and assist guests with special requests and inquiries
Maximize revenue through strategic upselling and application of corporate rates and discounts per company policy

Operational Management

Ensure accurate hotel positioning regarding occupancy and room availability
Review guest history and special instructions for regular and VIP guests before creating folios
Record corporate account numbers on guest folios to track business generation
Manage overbooking calculations and maintain all reservations per standard procedures
Supervise and delegate work to reservation associates as needed

Financial & Data Management

Maintain and update corporate databases with accurate guest bookings and records
Prepare monthly reports, forecasts, and occupancy projections
Identify cost-effective resource utilization and educate team members accordingly

Team Leadership & Development

Provide effective support to enable team members to deliver efficient services
Ensure team training on all safety provisions and standard procedures
Resolve customer queries and issues promptly to ensure satisfaction
Demonstrate leadership through motivation, clear delegation, and recognition of team contributions

Additional Responsibilities

Handle additional duties as assigned by management

Qualifications

Required Experience:

1+ years of experience in a customer-facing role, preferably in hospitality or reservations
Proficiency with reservation systems and hotel management software
Experience with data entry and maintaining accurate records

Essential Skills

Excellent communication and interpersonal skills
Strong sales and upselling abilities
Proficiency in Microsoft Office and computer systems
Ability to multitask and manage multiple reservations simultaneously
Attention to detail and accuracy in record-keeping

Personal Qualities

Guest-focused personality with a commitment to exceptional service
Problem-solving mindset with ability to handle customer inquiries efficiently
Integrity, honesty, and professional demeanor
Self-motivated with strong work ethic and reliability
Cultural awareness and adaptability

Preferred Qualifications

Hospitality or customer service certification
Experience with revenue management or occupancy forecasting
Multilingual abilities
Previous experience in a supervisory or team leadership capacity

Additional Information

Minimum 2 years of professional experience in Reservations, Front Office, or Guest Services within the hospitality industry
Excellent verbal and written communication skills in English; additional languages are highly preferred
Strong proficiency with hotel reservation systems and booking platforms
Demonstrated ability to multitask effectively in a fast-paced environment while maintaining accuracy
Exceptional organizational and time management skills with strong attention to detail
Proven ability to handle guest requests with professionalism, discretion, and problem-solving capabilities
Solid understanding of revenue management principles and upselling techniques
Strong data entry skills with a commitment to maintaining accurate records
Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment
Customer service orientation with a genuine passion for creating positive guest interactions