Reservations Executive

The Reservations Executive is pivotal in managing B2B and B2C bookings, ensuring a smooth and efficient reservation process. This role requires excellent customer service, strong sales techniques, attention to detail, and solid administrative skills. The key objective is to consistently meet or exceed targets related to service quality, conversion rates, and customer satisfaction.

A fast turnaround on quotes, timely rate collection, and effective coordination with internal and external stakeholders are critical to success in this position. Beyond guest bookings, the role involves actively managing and maintaining strong relationships with B2B partners and suppliers to ensure seamless service delivery.

The Reservations Executive is also responsible for handling guest complaints and feedback with care and professionalism, using insights to drive continuous improvement and enhance the guest experience. This role is essential in creating lasting impressions and building positive, long-term relationships with customers, partners, and suppliers.

Job Scope:

B2C Guest Reservations

• Collaborate closely within the team to enhance the guest journey across all B2C/B2B bookings.
• Deliver accurate, efficient, and personalized service at every stage of the reservation process.
• Adapt offers and communications to individual guests' needs and last-minute changes.
• Handle requests, quotes, pricing, and service delivery quickly and accurately, in line with SLAs and SOPs.
• Provide full support throughout the reservation lifecycle—from inquiry to post-booking.
• Resolve any booking challenges, including payment or website-related issues.
• Manage multi-channel guest communications (WhatsApp, email, calls) efficiently.
• Handle itinerary creation, upsell relevant experiences, and ensure satisfaction.

B2B Partner Coordination

• Build and maintain strong relationships with B2B partners for smooth booking workflows.
• Handle inquiries, resolve issues, and simplify processes for our partners.
• Communicate stop-sales, new launches, or product changes promptly.
• Assist partners across all platforms, ensuring exceptional service levels.
• Work closely with Sales to understand client needs and improve service offerings.

Reservations & Coordination

• Manage bookings, quotes, and complaints for OTOLO Homes, experiences, attractions, and more.
• Drive conversions while maintaining service quality.
• Coordinate with suppliers and internal departments to confirm availability, pricing, and delivery.
• Process payments securely and update trackers diligently.
• Prepare detailed itineraries and customized quotes, and issue entitlements (tickets, vouchers) accurately.
• Upsell relevant services to enhance the guest journey and revenue.

Supplier Relationship Management

• Maintain productive relationships with suppliers to optimize booking and service quality.
• Address operational issues promptly and ensure guest expectations are met.

Cross-Functional Collaboration

• Collaborate with other teams to ensure a consistent and high-quality guest experience.
• Support inventory updates, stop-sale management, and assist in MICE, leisure, and FAM bookings.

CRM & Booking System Management

• Ensure accurate data input across CRM, TravelBox, Client POS, and other systems.

Complaint Handling & Resolution

• Take ownership of guest concerns, escalate when needed, and resolve cases professionally.
• Log all feedback and support investigations for continuous improvement.

Reporting & Documentation

• Maintain complete and accurate records of feedback, KPIs, and performance outcomes.
• Contribute to achieving sales, satisfaction, and quality score targets.

Team Collaboration

• Actively support colleagues and contribute to a positive, solution-focused work environment.
• Assist the hotel desk team with rebooking or issues with availability as required.

Adaptability & Additional Support

• Take on ad-hoc responsibilities and general tasks assigned by management, demonstrating flexibility and a team-first attitude.

The Ideal Candidate Should Have:

The Ideal Candidate Should Have:

Education & Qualifications

• A bachelor’s degree or a Higher National diploma in Tourism, Hospitality Management, or equivalent

Experience

• Background in hospitality, tourism, or travel-related sectors (e.g., tour operators, DMCs, travel agencies, or hotels).
• Proven ability to thrive in fast-paced, customer-focused environments.
• Track record of meetings and exceeding performance metrics (e.g., Concierge, Reservations, or Sales roles).
• Confident, enthusiastic, detail-oriented, and adaptable to changing demands.
• Sales or upselling experience is an added advantage.

Knowledge, Languages & Skills

• Excellent communication skills, verbal and written, with the ability to convert inquiries into sales.
• Strong interpersonal skills and the ability to build rapport with guests and partners.
• Empathetic problem-solver with sound decision-making abilities.
• Proficient in reservation systems and general computer applications.
• Familiar with multi-channel communication platforms (email, phone, WhatsApp, chatbot).
• Organized, self-motivated, and capable of prioritizing tasks effectively.
• Flexible with shift work, including weekends and holidays.
• Fluency in English is required; additional languages (Arabic, Russian, German, Mandarin) are a plus.