Reservations Executive - Fairmont Mumbai and Roswyn, A Morgans Originals Hotel

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 Summary:

The Reservation Executive is responsible for managing room reservations, processing bookings, and ensuring a smooth reservation process for all guests. This role requires attention to detail, excellent communication skills, and a commitment to providing high-quality service. The Reservation Executive serves as the first point of contact for potential guests, assisting with inquiries, confirming bookings, and updating reservation systems as necessary.

Key Responsibilities:

1. Reservation Management:

   • Handle all incoming reservations through various channels, including phone, email, and online booking systems.
   • Confirm reservation details with guests, including dates of stay, room type, and special requests.
   • Maintain an accurate record of all reservations, including cancellations and modifications, in the reservation system.
   • Ensure that reservations are booked in compliance with hotel policies, availability, and revenue management strategies.

2. Guest Communication:

   • Provide information to potential guests regarding room availability, hotel amenities, rates, and policies.
   • Answer inquiries promptly, offering personalized assistance to meet guest needs and expectations.
   • Maintain a friendly and professional manner when communicating with guests, both in writing and over the phone.

3. Reservation System Management:

   • Input and update reservations in the Property Management System (PMS) or Central Reservation System (CRS).
   • Ensure that all guest information is accurately entered, and data integrity is maintained.
   • Generate daily reports to track reservations and guest arrivals.

4. Collaboration:

   • Work closely with the Front Desk and Housekeeping teams to ensure accurate guest arrivals, special requests, and room assignments.
   • Coordinate with the Sales and Marketing team to promote special offers and packages.
   • Handle group bookings and event reservations in collaboration with the Events and Banquet departments.

5. Customer Service:

   • Handle guest complaints or concerns related to reservations promptly and professionally.
   • Ensure that the guests' needs are met before, during, and after their stay by coordinating with relevant departments.

6. Revenue Optimization:

   • Monitor room rates, availability, and promotions to maximize revenue per available room (RevPAR).
   • Assist in up-selling and cross-selling room upgrades, packages, and services to increase hotel revenue.

7. Administration & Reporting:

   • Prepare and submit reports regarding reservation trends, occupancy, and cancellations.
   • Maintain guest profiles and historical reservation data for future reference.
   • Perform daily, weekly, and monthly reservation audits to ensure accuracy and compliance with internal processes.

Key Skills and Qualifications:

• Education: High school diploma or equivalent (preferably with a degree in Hospitality or related field).
• Experience: Previous experience in a hotel reservation or front desk position preferred.
• Technical Skills: Proficiency in Property Management Systems (PMS), booking engines, and MS Office Suite.
• Communication Skills: Excellent verbal and written communication skills. Multilingual ability is a plus.
• Customer Service: Strong customer service orientation with a polite and professional demeanor.
• Attention to Detail: Ability to accurately enter information and follow up on any inconsistencies or errors.
• Problem-Solving: Able to resolve conflicts and offer solutions to guest inquiries and issues effectively.
• Time Management: Ability to handle multiple tasks and priorities in a fast-paced environment.