Team Lead

Echor Hotels Pvt Ltd; Chandigarh; On-site; INR 420,000 - 700,000; Full time

Job summary

Echor Hotels & Resorts in Zirakpur is seeking an experienced Team Lead – Reservations to own the Reservations team, manage day-to-day operations, drive booking conversions, and coordinate with properties. The role requires 2–4 years in hotel reservations or hospitality sales, team leadership, and strong knowledge of OTA/B2B reservations, with excellent communication and guest handling skills.

You will supervise reservations through calls, WhatsApp, email, and website channels, ensure accurate

Qualifications

• 2–4 years of experience in hotel reservations, hospitality sales or related field.
• Experience in team handling / leadership.
• Knowledge of OTA and B2B-B2C reservations.
• Excellent communication and convincing skills.
• Strong follow-up and coordination skills with targets and metrics.

Responsibilities

• Lead day-to-day activities of the Reservations team and allocate enquiries.
• Monitor performance and provide coaching to improve productivity.
• Handle VIP bookings and guest escalations with professionalism.
• Drive enquiry-to-booking conversions and upsell hotel services.
• Coordinate with Sales, Operations, Front Office, Accounts and Property Managers.
• Prepare daily/weekly/monthly reservation performance reports.

Skills

Reservations

Team leadership

OTA/B2B

Guest handling

MS Excel

Tools

Reservation system

Job description

WE’RE HIRING | TEAM LEAD – RESERVATIONS

Echor Hotels & Resorts is looking for an experienced and enthusiastic Team Lead – Reservations to join our growing team at Zirakpur.

We are looking for someone who can take ownership of the Reservations team, manage day-to-day operations, drive booking conversions, and ensure smooth coordination between the reservations team and our properties.

If you have strong experience in hotel reservations, guest handling, OTA/B2B bookings and team management, this could be the right opportunity for you!

Location: Zirakpur

Experience: 2–4 Years

Team Handling Experience: Preferred

Team Management & Leadership

• Lead and supervise the day-to-day activities of the Reservations team.
• Allocate enquiries, calls and leads among team members.
• Monitor individual and team-wise performance on a regular basis.
• Ensure proper follow-up on all pending and tentative enquiries.
• Conduct regular team briefings and guide team members on daily priorities.
• Train new team members on reservation processes, hotel policies, tariffs and packages.
• Provide regular feedback and coaching to improve individual performance.
• Motivate the team to achieve monthly booking and revenue targets.
• Identify performance gaps and work on improving team productivity.
• Handle escalations and support team members in difficult guest situations.

Reservations & Guest Handling

• Supervise and handle room reservations received through calls, WhatsApp, email, website and other channels.
• Ensure enquiries are handled promptly and professionally.
• Verify room availability, tariffs, meal plans, inclusions and booking policies before confirmation.
• Ensure accurate guest and booking details are entered into the reservation system.
• Handle booking amendments, cancellations, rescheduling and special requests.
• Assist the team in converting enquiries into confirmed bookings.
• Handle important/VIP bookings and escalated guest queries when required.

Sales & Revenue

• Monitor enquiry-to-booking conversion and identify areas for improvement.
• Follow up on lost, pending and tentative bookings.
• Encourage the team to maximise booking conversions.
• Promote upselling of room categories, packages, meals, activities and other hotel services.
• Ensure the team is updated about current offers, packages and promotional rates.
• Work closely with the Sales team to achieve overall revenue targets.
• Analyse daily booking performance and take corrective action wherever required.

OTA & B2B Coordination

• Supervise reservations received through OTA and B2B channels.
• Coordinate with OTA/B2B partners regarding booking-related concerns.
• Ensure correct rates, availability, room categories and booking conditions are communicated.
• Monitor discrepancies related to bookings, rates, payments and cancellation policies.
• Coordinate with properties to ensure smooth handling of OTA and B2B-B2C reservations.

Interdepartmental Coordination

• Coordinate closely with Sales, Operations, Front Office, Accounts and Property Managers.
• Ensure confirmed bookings are communicated accurately to the respective property teams.
• Coordinate regarding room availability, inventory, rates and special guest requirements.
• Ensure VIP, group and special-request bookings are properly communicated in advance.
• Assist in resolving operational issues related to reservations.

MIS & Reporting

• Prepare daily, weekly and monthly reservation performance reports.
• Track team-wise enquiries, bookings, conversion ratios and revenue.
• Monitor pending enquiries and ensure timely closure.
• Share regular performance updates with management.
• Maintain accurate reservation and booking-related records.

We are looking for someone who

• Has 2–4 years of experience in hotel reservations, hospitality sales, travel or a related field.
• Has prior experience in team handling / team leadership.
• Has good knowledge of hotel reservations and booking processes.
• Understands OTA and B2B-B2C reservations.
• Has excellent communication and convincing skills.
• Can handle guest escalations professionally.
• Has strong follow-up and coordination skills.
• Is comfortable working with targets and performance metrics.
• Has good knowledge of MS Excel and reservation systems.
• Can take ownership and make decisions independently when required.