Job Description

NUTS AND BOLTS OF THE JOB:

• Report to the Booking Team

• Be responsible for managing Booking enquiries for both Groups and Individual travelers

• Ensure all sales enquiries from groups and individual customers are handled promptly in line with service level agreements

• Ensure all phone calls and emails to the Sales office are answered promptly and handled in line with Zostel's customer service standards

• Work in partnership with your reservations team colleagues to manage a portfolio of accounts that generate revenue for Zostels across India

• Assist with the management of allocations, free sale and overbookings for the hostel

• Undertake all daily reservations checks to verify bookings, take payments, check deposits and validate prepayments

• Follow up on no-shows and cancellations to ensure all charges are collected and bed availability is updated

• Build long-term, commercially beneficial relationships with your customers

• Make sure you remain up to date with all local, national and international trends

• Assist the Booking Team Manager and/or Sales Manager with ad hoc projects as required

• Be part of the guest journey to ensure that we create a truly unique Zostel experience

WHAT’S IN YOUR DNA:

• Be an excellent communicator and motivator

• Be highly commercial

• Be creative, innovative and digitally smart

• Demonstrated a passion for delivering excellent customer service

• Have a genuine interest and enthusiasm for what you do

• Have ability to build effective working relationships at all levels with diverse groups of colleagues in a way that appears natural and effortless

• Available to work when needed

YOUR ROCK-STAR EXPERIENCE:

• Have previous hotel reservations experience

• Experienced in working within a fast moving and dynamic Reservations environment

• Familiar with bookings for Groups, Online Travel Agencies, Wholesale and Individual bookings

• Commercially savvy to spot business opportunities and in-house upselling

• Knowledgeable of local market, the accommodation market, and the specific selling points with the area

• Proficient in Microsoft Office products and Reservation Channels (online booking sites)

• Fluent in English & Hindi

• Familiar with PMS systems (eZee PMS would be an advantage)

P.S. This is not intended as an exhaustive list of duties. Other duties (as reasonably required) will form part of this job description.