Reservations Executive

Sofitel; Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Accor in Mumbai seeks a Reservations Executive to be the first point of contact for guests, managing inquiries and bookings with accuracy and care. You will know room categories, rates, and packages to offer informed recommendations and maximize revenue.

Collaborating with Front Office, Sales, and Guest Relations, you will upsell, maintain guest profiles, and ensure seamless pre-arrival planning while delivering exceptional guest experiences.

Qualifications

• 1+ year of professional experience in Reservations, Front Office, or Guest Services in hospitality.
• Excellent verbal and written communication in English.
• Proficiency with hotel reservation systems and booking platforms.
• Ability to multitask with accuracy and attention to detail.
• Strong organizational and time-management skills with precision.
• Problem-solving, discretion, and customer-service orientation.
• Understanding of revenue management and upselling techniques.
• Data entry skills and meticulous record-keeping.
• Ability to collaborate with Front Office, Sales, and Guest Relations.
• Knowledge of room categories, packages, and hotel services.

Responsibilities

• Manage reservation inquiries via phone, email, and online channels promptly and professionally.
• Process bookings, amendments, cancellations, and special requests accurately.
• Maintain knowledge of room categories, rates, packages, and hotel services for informed recommendations.
• Upsell to maximize room revenue while maintaining guest satisfaction.
• Coordinate with Front Office, Sales, and Guest Relations for seamless pre-arrival planning.
• Maintain accurate guest records and profiles in line with standards.
• Respond to guest inquiries with empathy and transparency, resolving concerns efficiently.

Skills

Communication

Multitasking

Organizational skills

Time management

Problem solving

Revenue management

Upselling

Data entry

Teamwork

Guest services

Discretion

Analytical thinking

Knowledge of room categories

Tools

Hotel reservation systems

Booking platforms

Job description

Company Description

As Accor we are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Company Description

As Accor we are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo!

Job Description

We're looking for an enthusiastic and detail-oriented Reservations Executive to join our dynamic team in Mumbai, India. In this role, you'll be the first point of contact for our guests, managing reservations with professionalism, accuracy, and genuine care. You'll play a crucial part in creating exceptional guest experiences from the moment they reach out to us, ensuring every booking is handled with precision while maximizing our revenue potential and building lasting relationships with our clientele.

• Manage all room reservation inquiries through phone, email, and online channels in a professional and timely manner, maintaining a friendly and welcoming approach
• Process bookings, amendments, cancellations, and special requests with accuracy and meticulous attention to detail
• Maintain comprehensive knowledge of room categories, rates, packages, and hotel services to provide informed and personalized recommendations
• Build meaningful guest experiences by anticipating preferences and communicating relevant information transparently to operational teams
• Coordinate closely with Front Office, Sales, and Guest Relations teams to ensure seamless pre-arrival planning and exceptional guest satisfaction
• Maximize room revenue through effective upselling strategies and goal-oriented reservation management
• Handle VIP and special reservations with discretion, accuracy, and exceptional attention to detail
• Maintain accurate and organized reservation records and guest profiles in accordance with organizational standards
• Respond to guest inquiries with empathy and transparency, resolving concerns efficiently and decisively
• Support the team in achieving occupancy and revenue goals through strategic and analytical reservation approaches
• Ensure all communication reflects professionalism, clarity, and alignment with our brand standards
• Demonstrate flexibility and resilience in managing multiple priorities in a fast-paced environment

Qualifications

• Minimum 1 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 while maintaining accuracy and attention to detail
• Exceptional organizational and time management skills with a commitment to precision
• Proven ability to handle guest requests with professionalism, discretion, and strong problem-solving capabilities
• Solid understanding of revenue management principles and effective upselling techniques
• Strong data entry skills with meticulous record-keeping abilities
• Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment
• Genuine customer service orientation with a passion for creating positive and memorable guest interactions
• Knowledge of room categories, packages, and hotel services
• Flexible schedule availability, including weekends and holidays when required
• Ability to handle confidential information with integrity and discretion
• Analytical mindset with the ability to recognize patterns and opportunities for revenue optimization