Reservation Support Executive

Job Summary

We are looking for a detail-oriented and customer-focused Reservation Support Executive to manage booking-related queries, assist travelers and hotel partners, and ensure smooth reservation operations. The role requires excellent communication skills, problem-solving ability, and the capability to coordinate between customers, hotels, and internal teams to deliver a seamless booking experience.

Key Responsibilities

Reservation Management

• Handle customer and hotel partner queries related to reservations, modifications, cancellations, refunds, and booking confirmations.
• Assist travelers with booking-related issues through email, chat, phone, and other communication channels.
• Verify booking details, room availability, rates, policies, and special requests.
• Coordinate with hotels for reservation updates, availability confirmation, and service-related concerns.
• Ensure accurate processing of booking changes and amendments.

Customer & Partner Support

• Provide timely and professional support to travelers and hotel partners.
• Resolve customer complaints and ensure a high level of customer satisfaction.
• Communicate with hotels regarding guest requirements, payment issues, and reservation discrepancies.
• Escalate critical cases to the concerned teams for quick resolution.

Operations & Coordination

• Monitor booking status and ensure smooth completion of reservations.
• Maintain accurate records of customer interactions and resolutions.
• Follow standard operating procedures (SOPs) for reservation handling.
• Work closely with sales, operations, finance, and technology teams to resolve issues.

Quality & Process Improvement

• Identify recurring booking issues and suggest improvements.
• Maintain service quality standards and achieve assigned support targets.
• Ensure compliance with company policies and customer service guidelines.

Requirements

Required Skills & Qualifications

• Bachelor's degree in any discipline preferred.
• Experience in hotel reservations, travel operations, OTA, hospitality, or customer support is preferred.
• Good knowledge of hotel booking processes, room types, cancellation policies, and travel operations.
• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Basic computer skills and familiarity with CRM, reservation systems, or ticketing tools.

Preferred Skills

• Experience with Online Travel Agencies (OTA) or Property Management Systems (PMS).
• Knowledge of global travel markets and hotel operations.
• Ability to communicate with international customers and partners.

Key Performance Indicators (KPIs)

• Booking query resolution time.
• Customer satisfaction score.
• Response time and service quality.
• Accuracy of reservation handling.
• Issue resolution efficiency.

Work Environment

The Reservation Support Executive will work in a collaborative environment focused on delivering excellent travel experiences by supporting customers and hotel partners worldwide.

Benefits

Benefits

• Competitive salary package based on skills and experience.
• Opportunity to work with a growing travel technology company and global hospitality ecosystem.
• Professional training on hotel reservations, OTA operations, PMS, customer handling, and travel technology platforms.
• Career growth opportunities in Operations, Customer Success, Partner Management, and Travel Technology domains.
• Exposure to international hotel partners and global travel markets.
• Learning opportunities with modern tools, automation, and technology-driven processes.
• Supportive and collaborative work environment.
• Performance-based incentives and recognition programs (as applicable).
• Employee engagement activities and team-building initiatives.
• Paid leave and holidays as per company policy.
• Health and wellness support as per company benefits.
• Opportunity to contribute ideas for improving customer experience and operational processes.