Reservations Officer

Location: Solan

Job Description – Reservations Officer (OTA & Online Reservations)    The Manor, Naldehra
Position:
Reservations Officer
Department:
Reservations & Revenue

Location:

The Manor, Naldehra

Reports To:

General Manager / Revenue Manager

Job Summary
The Reservations Officer will be responsible for managing all room reservations received through Online Travel Agencies (OTAs), direct bookings, email, telephone, and the hotel website. The role focuses on maximizing room occupancy, maintaining rate parity across all booking channels, ensuring accurate inventory management, and delivering exceptional guest service throughout the reservation process. OTA channel management and coordination with Front Office and Revenue teams will be a key responsibility.

Key Responsibilities
OTA & Channel Management
Manage reservations received through OTA platforms such as , Agoda, Expedia, Make My Trip , Goibibo, and other distribution channels.
Monitor room inventory, rates, restrictions, and availability across all OTA channels.
Ensure rate parity and accurate room allocation on all booking platforms.
Handle OTA modifications, cancellations, no-shows, and special requests.
Coordinate with channel managers and PMS systems to ensure seamless reservation flow.
Monitor OTA performance and prepare periodic booking and revenue reports.
Reservation Operations
Process and confirm reservations received via phone, email, website, Whats App, and OTAs.
Update reservation details accurately in the Property Management System (PMS).
Maintain reservation records, guest profiles, and payment information.
Ensure all reservation requests are responded to promptly and professionally.
Manage group bookings and special reservation requests.
Guest Relations
Provide detailed information regarding room categories, rates, packages, and resort facilities.
Assist guests with booking amendments, upgrades, and special requirements.
Resolve reservation-related concerns efficiently while maintaining guest satisfaction.
Build strong relationships with repeat guests and travel partners.
Revenue Optimization
Upsell room categories, meal plans, and resort experiences.
Monitor occupancy trends and booking pace.
Support revenue management initiatives to maximize ADR and RevPAR.
Identify opportunities to increase direct bookings and reduce OTA dependency.
Coordination & Reporting
Coordinate with Front Office, Housekeeping, Sales, and Accounts teams regarding arrivals, departures, and special guest requirements.
Generate daily arrival, departure, occupancy, and reservation reports.
Ensure all reservation procedures comply with resort policies and standards.

Required Qualifications
Graduate degree in Hospitality Management, Tourism, or related field.
2–5 years of experience in hotel or resort reservations.
Hands-on experience with OTA extranets and channel management systems.
Working knowledge of PMS software such as Opera, IDS, eZee, Hotelogix, or similar.
Strong understanding of hotel reservation processes and revenue management principles.
Excellent communication and guest service skills.
Strong attention to detail and organizational abilities.
Preferred Skills
OTA Extranet Management
Channel Manager Operations
Revenue & Yield Management
PMS & Reservation Systems
Guest Relationship Management
MS Excel & Reporting
Problem Solving & Multitasking
Key Performance Indicators (KPIs)
OTA booking conversion rate
Reservation response turnaround time
Occupancy and revenue contribution
Rate parity compliance
Guest satisfaction scores
Accuracy of reservation records
Upselling revenue generated
Experience

Required:

2–5 Years in Hotel/Resort Reservations
Industry:
Hospitality / Luxury Resorts

Location:

The Manor, Naldehra, Shimla, Himachal Pradesh