Reservation Executive - OTA & PMS must

We are looking for a detail-oriented and service-driven Reservation Executive to join our client's growing hospitality operations team. The selected candidate will be responsible for managing guest reservations, coordinating with internal departments, and ensuring a smooth booking and guest experience across multiple platforms.

Key Responsibilities

Guest Communication & Reservation Coordination

• Respond to guest inquiries professionally via phone, email, WhatsApp, and OTA platforms.
• Assist guests throughout the reservation journey by sharing accurate details on availability, rates, offers, and booking policies.
• Maintain complete, accurate, and well-structured guest and reservation records.

Reservation & System Management

• Create, modify, and confirm reservations, ensuring accuracy in booking details and payment processing.
• Handle cancellations, amendments, refunds, and special requests in accordance with company policies.
• Ensure booking calendars are accurate and synchronized across all distribution channels.

Pre-Arrival Planning & Guest Support

• Verify guest information and ensure compliance with regulatory and documentation requirements.
• Share pre-arrival instructions, check-in details, and welcome communications with guests.
• Coordinate closely with Guest Relations, Housekeeping, and Operations teams to deliver a seamless guest experience.

Revenue Support & Performance Tracking

• Monitor room rates and support pricing strategies to maximize occupancy and revenue.
• Assist with rate updates for peak periods, holidays, and special events.
• Track key performance indicators, including occupancy, ADR, and booking trends.

Market Monitoring & Listing Optimization

• Conduct competitor rate analysis and monitor local market conditions.
• Support promotional initiatives and enhance OTA listing visibility and performance.
• Ensure all listings remain accurate, updated, and compliant with regulatory requirements.

Reporting & Documentation

• Maintain daily records of reservations, inquiries, payments, cancellations, refunds, and no-shows.
• Prepare and submit accurate shift-wise and daily performance reports.
• Record all guest communications and booking updates in the PMS for audit and tracking purposes.

Internal Coordination

• Liaise with Housekeeping, Maintenance, and Guest Relations teams to ensure property readiness.
• Communicate guest requirements such as early check-ins, late check-outs, extensions, and VIP arrangements.

Cancellation, Refund & Inventory Control

• Review and process cancellation and refund requests in line with company policies.
• Update booking systems and OTA portals promptly to reflect changes.
• Track no-shows and manage inventory availability efficiently.

Calendar, Listing & Property Setup

• Manage booking calendars, including inventory blocking and release with proper documentation.
• Support listing improvements, pricing accuracy, and compliance checks.
• Assist with onboarding new properties by ensuring complete and accurate listings, images, and required permits.

Reviews & Dispute Management

• Monitor guest reviews across platforms and escalate issues when required.
• Coordinate with OTA partners by providing documentation for dispute resolution.
• Partner with Guest Relations teams to maintain high guest satisfaction and ratings.

Required Qualifications & Skills

• Strong proficiency in English (Hindi or Arabic is an advantage).
• Excellent communication and customer service skills.
• High attention to detail with the ability to multitask effectively.
• Hands-on experience with PMS and OTA platforms such as Hostaway, Airbnb, Booking.com, and Expedia is mandatory.
• Proficient in Microsoft Office applications (Excel, Word, Outlook).

Benefits

• Company-sponsored employment visa
• Medical insurance coverage
• Paid annual leave
• One-way annual air ticket after completing 12 months of service
• Additional benefits as per company policy

Language Requirements

• English – Required
• Hindi or Arabic – Preferred

Job Type: Full-time

Pay: AED4,000.00 - AED5,000.00 per month

Experience:

• Reservation Executive: 4 years (Required)
• OTA: 4 years (Required)
• PMS: 3 years (Required)
• Reservation reports preparation like ADR, CSAT: 2 years (Required)
• Revenue & Pricing: 1 year (Required)