Team Lead, Hospitality ​/ Hotel ​/ Catering

WE’RE HIRING | TEAM LEAD – RESERVATIONS

Echor Hotels & Resorts  is looking for an experienced and enthusiastic  Team Lead – Reservations  to join our growing team at  Zirakpur .

We are looking for someone who can take ownership of the  Reservations team , manage day-to-day operations, drive booking conversions, and ensure smooth coordination between the reservations team and our properties.
If you have strong experience in  hotel reservations, guest handling, OTA/B2B bookings and team management , this could be the right opportunity for you!

Location:

Zirakpur

Experience:

2–4 Years
⭐  Team Handling

Experience:

Preferred

Team Management & Leadership

• Lead and supervise the day-to-day activities of the Reservations team.

• Allocate enquiries, calls and leads among team members.

• Monitor individual and team-wise performance on a regular basis.

• Ensure proper follow-up on all pending and tentative enquiries.

• Conduct regular team briefings and guide team members on daily priorities.

• Train new team members on reservation processes, hotel policies, tariffs and packages.

• Provide regular feedback and coaching to improve individual performance.

• Motivate the team to achieve monthly booking and revenue targets.

• Identify performance gaps and work on improving team productivity.

• Handle escalations and support team members in difficult guest situations.

Reservations & Guest Handling

• Supervise and handle room reservations received through calls, Whats App, email, website and other channels.

• Ensure enquiries are handled promptly and professionally.

• Verify room availability, tariffs, meal plans, inclusions and booking policies before confirmation.

• Ensure accurate guest and booking details are entered into the reservation system.

• Handle booking amendments, cancellations, rescheduling and special requests.

• Assist the team in converting enquiries into confirmed bookings.

• Handle important/VIP bookings and escalated guest queries when required.

Sales & Revenue

• Monitor enquiry-to-booking conversion and identify areas for improvement.

• Follow up on lost, pending and tentative bookings.

• Encourage the team to maximise booking conversions.

• Promote upselling of room categories, packages, meals, activities and other hotel services.

• Ensure the team is updated about current offers, packages and promotional rates.

• Work closely with the Sales team to achieve overall revenue targets.

• Analyse daily booking performance and take corrective action wherever required.

OTA & B2B Coordination

• Supervise reservations received through OTA and B2B channels.

• Coordinate with OTA/B2B partners regarding booking-related concerns.

• Ensure correct rates, availability, room categories and booking conditions are communicated.

• Monitor discrepancies related to bookings, rates, payments and cancellation policies.

• Coordinate with properties to ensure smooth handling of OTA and B2B-B2C reservations.

Interdepartmental Coordination

• Coordinate closely with Sales, Operations, Front Office, Accounts and Property Managers.

• Ensure confirmed bookings are communicated accurately to the respective property teams.

• Coordinate regarding room availability, inventory, rates and special guest requirements.

• Ensure VIP, group and special-request bookings are properly communicated in advance.

• Assist in resolving operational issues related to reservations.

MIS & Reporting

• Prepare daily, weekly and monthly reservation performance reports.

• Track team-wise enquiries, bookings, conversion ratios and revenue.

• Monitor pending enquiries and ensure timely closure.

• Share regular performance updates with management.

• Maintain accurate reservation and booking-related records.

We are looking for someone who:

- ✔️ Has  2–4 years of experience  in hotel reservations, hospitality sales, travel or a related field.
✔️ Has prior experience in  team handling / team leadership .
✔️ Has good knowledge of  hotel reservations and booking processes .
✔️ Understands  OTA and B2B-B2C reservations .
✔️ Has excellent communication and convincing skills.
✔️ Can handle guest escalations professionally.
✔️ Has strong follow-up and coordination skills.
✔️ Is comfortable working with targets and performance metrics.
✔️ Has good knowledge of  MS Excel and reservation systems .
✔️ Can take ownership and make decisions independently when required.