Position: Reservation Consultant

Location: Machan Resorts LLP Mumbai

Department: Sales & Reservations

Reports To: Sales Head

Job Type: Full-Time

Job Overview:

The Reservation Consultant will be responsible for managing reservations for Machan Resorts, ensuring guests receive personalized, timely, and efficient services. You will act as a liaison between guests and the resort, ensuring all bookings are handled seamlessly and customer expectations are met.

Key Responsibilities:

• Reservation Handling:
• Process all incoming reservations via phone, email, online booking systems, or walk-ins. Ensure reservations are accurate, complete, and meet guest requirements.
• Customer Service:
• Provide excellent customer service to guests before, during, and after their stay. Answer inquiries, offer recommendations, and resolve issues promptly.
• Booking System Management:
• Ensure all reservation data is entered into the property management system (PMS) accurately and updated regularly.
• Rate Management:
• Ensure proper application of rates and discounts based on the resort's pricing structure, promotions, and packages.
• Upselling & Cross-Selling:
• Upsell and cross-sell resort services, packages, and amenities such as spa treatments, tours, or special events to maximize revenue.
• Guest Coordination:
• Confirm reservations, send out booking confirmations, and communicate any special requests or requirements between guests and departments.
• Cancellations & Modifications:
• Handle cancellations, amendments, and no-shows according to the resort’s policies and procedures.
• Group Reservations:
• Manage group bookings, ensuring all details are handled professionally and efficiently, and coordinate with other departments.
• Reporting:
• Provide daily/weekly reports on reservations and bookings. Assist in forecasting occupancy and revenue to help in the preparation of the resort's sales strategies.
• Collaboration:
• Work closely with the front office, sales, and marketing teams to ensure accurate and up-to-date reservation information.

Qualifications and Skills:

• Education:
• Graduate in Hospitality Management, Tourism, or a related field.
• Experience:
• 1-3 years of experience in hotel reservations, customer service, or front office roles. Experience with PMS (Property Management System) and reservation tools is preferred.
• Skills:
• Communication: Clear and effective verbal and written communication skills.
• Customer Service: Strong focus on providing excellent customer service.
• Organization: Strong organizational and multitasking abilities.
• Attention to Detail: High level of accuracy and attention to detail in managing reservations.
• Problem-Solving: Ability to resolve customer issues efficiently and professionally.
• Time Management: Ability to manage multiple tasks and priorities effectively.
• Technical Skills: Proficient in using booking software, email systems, and Microsoft Office Suite.

Key Attributes:

• Interpersonal Skills: Friendly, approachable, and capable of building rapport with guests and team members.
• Sales-Oriented: Ability to upsell resort services and packages effectively.
• Stress Management: Ability to handle high-pressure situations, particularly during peak seasons.

Compensation:

• Salary: Competitive based on experience and qualifications.
• Benefits: Performance-based incentives, accommodation (if applicable), and other perks as per company policy.

How to Apply:

Interested candidates can submit their resume along with a cover letter to [email/website] or reach out to our HR department at [contact details].

This job description can be tailored further to match specific needs or standards at Machan Resorts.