Night Reservation executive

Role Overview

The Night Shift Reservation Executive is responsible for managing all hotel reservation-related activities during night hours, handling bookings received through Online Travel Agencies (OTAs), responding to guest enquiries and messages, and attending incoming calls from guests interested in booking accommodation. The role ensures smooth reservation operations, timely communication, accurate booking management, and excellent guest service.

Key Responsibilities

OTA Management

Manage reservations received through various OTAs, including Booking.com, Agoda, Expedia, MakeMyTrip, Goibibo, Airbnb, and other booking platforms.

Monitor new reservations, cancellations, modifications, and special guest requests.

Ensure all OTA bookings are updated accurately in the hotel reservation system.

Monitor room availability, rates, and inventory across all OTA platforms.

Avoid overbooking and maintain rate and inventory accuracy.

Guest Communication & Messaging

Handle guest messages and enquiries received through OTA platforms, WhatsApp, email, and other communication channels.

Respond promptly and professionally to guest queries.

Provide information about room categories, tariffs, hotel facilities, policies, check-in/check-out timings, and availability.

Follow up with potential guests to convert enquiries into confirmed bookings.

Handle special requests and coordinate with the concerned departments when required.

Telephone Reservations

Attend incoming calls from guests looking to book a stay.

Understand guest requirements, including check-in/check-out dates, number of guests, room preferences, and budget.

Explain room categories, available packages, pricing, and booking policies.

Convert telephone enquiries into confirmed reservations.

Share booking confirmations and payment details with guests.

Reservation Management

Create, modify, and cancel reservations accurately.

Verify guest details, booking dates, payment status, and special instructions.

Maintain proper records of all reservations and guest communications.

Follow up on pending bookings and payment confirmations.

Ensure all bookings are properly updated in the PMS (Property Management System).

Night Shift Operations

Monitor all incoming reservations and guest enquiries throughout the night.

Ensure no OTA messages, emails, or booking enquiries remain unattended.

Coordinate with the Front Office and other departments regarding late-night arrivals and special guest requirements.

Prepare and share a proper handover report for the morning shift.

Highlight pending reservations, unresolved guest queries, and important updates to the next shift.

Required Skills & Qualifications

Good verbal and written communication skills.

Professional telephone etiquette and guest-handling skills.

Basic knowledge of hotel reservation systems (PMS).

Experience handling OTA platforms and online bookings.

Good computer knowledge, including email, WhatsApp, and Excel.

Ability to handle multiple enquiries simultaneously.

Strong attention to detail and problem-solving skills.

Ability to work independently during night shifts.

Key Performance Expectations (KPIs)

Timely response to OTA messages and guest enquiries.

Maximum conversion of enquiries into confirmed bookings.

Accurate reservation entry and management.

Proper monitoring of room inventory and rates.

Zero missed booking enquiries.

Professional guest communication and service.

Proper shift handover and reporting.

Pay

₹10,000.00 - ₹20,000.00 per month

Benefits

Food provided

Leave encashment

Work from home

Work Location

In person