Reservations Executive

Company Description

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.   

Job Description

As a Reservations Executive at Fairmont Mumbai, you will be an integral part of our reservations team, responsible for handling guest inquiries, processing bookings, and ensuring a seamless reservation experience for our guests. Your exceptional communication skills and attention to detail will contribute to the overall success and reputation of our hotel.

Responsibilities:

1. Guest Communication:
   
   
   • Respond promptly and professionally to guest inquiries via phone, email, and online channels, providing accurate information about room availability, rates, and hotel amenities.
   • Assist guests in making reservations, modifying existing bookings, and answering questions related to their stay.
2. Reservation Management:
   
   
   • Utilize the hotel's reservation system to input and update guest information, room preferences, and special requests.
   • Monitor room availability and manage inventory to maximize occupancy and revenue potential.
   • Coordinate with other departments, such as Front Office and Housekeeping, to ensure smooth check-in and check-out processes for guests.
3. Sales and Upselling:
   
   
   • Promote hotel services, packages, and special offers to guests during the reservation process, maximizing revenue opportunities.
   • Identify opportunities for upselling room upgrades and additional amenities to enhance the guest experience and increase revenue.
4. Administrative Tasks:
   
   
   • Maintain accurate records of reservations, cancellations, and guest interactions in the reservation system.
   • Generate reports and analyze reservation data to identify trends, opportunities, and areas for improvement.
   • Assist with administrative tasks as needed, including filing, photocopying, and organizing reservation documents.
5. Customer Service Excellence:
   
   
   • Demonstrate a commitment to providing exceptional service to every guest, exceeding their expectations and building rapport to foster loyalty.
   • Handle guest complaints and concerns effectively, escalating issues to management when necessary to ensure resolution and guest satisfaction.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Previous experience in reservations, front office, or customer service roles in the hospitality industry preferred.
• Excellent communication skills, both verbal and written, with fluency in English. Additional language proficiency is a plus.
• Strong attention to detail and organizational skills, with the ability to multitask in a fast-paced environment.
• Proficiency in computer systems and reservation software, with the ability to learn and adapt to new technology quickly.
• Positive attitude, team-oriented mindset, and willingness to go above and beyond to meet guest needs.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.