Brief Description

As the Customer Service Executive, you will be responsible for managing the Central Reservations desk to help address reservation related queries & drive sales of hotel rooms and packages.

Detailed Job Description

A. Customer Service

• Respond to guest inquiries across inbound channels (phone, email, chat etc.)
• Identify guest reservation needs and suggest appropriate plans / packages.
• Answer questions related to property & destination (local attractions etc).
• Use sales techniques (up-sell, cross-sell) to maximise room sales, while maintaining a positive guest experience.
• Work with local travel partners to make bookings for experiences & transportation.
• Process all the reservation related requests (advance, refunds, modification etc)
• Review and implement new reservations procedures (as made from time to time)

B. Travel Agency Management

• Respond to reservation inquiries made by national & international tour operators / travel agents to drive room / package sales through offline channels.
• Manage the overall relationship with offline travel agents.
• Process all the reservation related requests from Online Travel Agents.

C. Other Responsibilities

• Conduct pre-arrival calls to guests to check / explain hotel policies & services.
• Troubleshoot, resolve, and document guest issues and concerns from Property Operations team or from Travel Agents or escalate / refer to appropriate individuals.
• Use the property management system (PMS) to enter / edit data related to guest reservations.

Key Requirements

• Willingness to handle inquiries over phone / email / chat platforms.
• Willingness to travel to property locations ~ 2-3 days, every 3 months.
• Keen interest in hospitality, travel & tourism.
• Team player - develop and maintain positive working relationships with others.
• Preferred - Bachelors in Travel & Tourism, B.Sc Hospitality, M.Sc Hospitality, IHM Graduates

Why Should You Join Us

• Avadale Resorts (Avalon SNH) is a dynamic firm with 8 operational resorts & with ambitious plans to scale the Avadale brand, so you get an opportunity to grow with the company.
• Get to work with individuals who are extremely passionate about travel & tourism.