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.