Reservations Executive

CAREERS Reservations Executive



  • Report to the Reservations Team
  • Be responsible for managing Reservation enquiries for both Groups and Individual travellers
  • 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 customer service standards
  • Follow up on all Group requests and quotations to optimize conversion and revenue
  • 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
  • Understand and follow company and reservations specific practices
  • Embrace and follow the Revenue strategy as set out by the Revenue Team
  • Communicate effectively and appropriately with all the other departments within Zostel
  • Make sure you remain up to date with all local, national and international trends
  • Assist the Reservations 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

Naturally this is not intended as an exhaustive list of duties. Other duties as may be reasonably required will form part of this job description.


  • Be an excellent communicator and motivator
  • Be highly commercial
  • Be creative, innovative and a digitally smart
  • Demonstrate 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


  • Have previous hotel reservations experience
  • Experienced in working within a fast moving and dynamic Reservations environment
  • Familiar with reservations 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, the specific selling points with the area
  • Proficient in Microsoft Office products and Reservation Channels (online booking sites)
  • Fluent in English & Hindi, preferable with knowledge of another language
  • Familiar with PMS systems, Ezee PMS would be an advantage.


We need an experienced and knowledgeable Reservations Agent to join our Central Reservations team based in Gurugram. As an experienced Reservations Executive, you will be confident in dealing with people, experienced in handling multiple reservation channels and third-party channels; and possess a warm friendly personality.




Oct. 24, 2018