Job Description

Company Description

Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo-Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.

Just 20 minutes from the airport, Raffles Udaipur spans a private island and serene lakeshore. Begin your journey with a graceful boat ride, guided by migratory birds. Discover 137 rooms and suites, 10 dining experiences, two pools, wellness rituals, and the timeless care of the Raffles Butler.

Job Description

We're looking for a professional and customer-focused Reservation Associate to join our dynamic team in Udaipur, India. In this role, you will be instrumental in delivering exceptional service by managing reservations, responding to customer inquiries, and ensuring seamless booking experiences. You will be the backbone of our reservation operations, combining organizational excellence with genuine empathy to create positive interactions with every customer. This position requires someone who is detail-oriented, collaborative, and committed to maintaining the highest standards of accuracy and customer satisfaction.

• Process reservation requests accurately using our reservation management system, ensuring all customer information and booking details are correctly documented and verified
• Respond to customer inquiries via phone, email, and other communication channels in a professional and friendly manner, addressing requests promptly and thoroughly
• Provide customers with comprehensive information about services, availability, pricing, policies, and special offerings to facilitate informed decision-making
• Manage multiple reservation requests simultaneously while maintaining composure and delivering consistent quality service to each customer
• Input, update, and maintain customer information and reservation data with precision and meticulous attention to detail
• Handle customer concerns and complaints with empathy and professionalism, working collaboratively toward satisfactory resolutions
• Coordinate with other departments including operations, customer service, and management to confirm reservations and ensure all customer requirements are met
• Maintain organized and transparent records of all transactions, interactions, and booking modifications for quality assurance, compliance, and reference purposes
• Follow company protocols and procedures consistently to ensure operational excellence and regulatory compliance
• Analyze reservation patterns and customer feedback to identify opportunities for process improvement and enhanced service delivery
• Meet or exceed performance targets related to reservation accuracy, customer satisfaction scores, and operational efficiency
• Support team members and contribute to a collaborative, inclusive work environment that values diverse perspectives and shared success

Qualifications

• Proven experience as a Reservation Associate, customer service representative, or similar customer-facing role in a professional environment
• Proficiency with reservation management systems, CRM platforms, and standard office software applications
• Excellent verbal and written communication skills with clear articulation and professional etiquette
• Strong organizational and time management abilities with demonstrated capacity to prioritize multiple tasks efficiently
• High accuracy in data entry and exceptional attention to detail when processing and documenting reservations
• Exceptional interpersonal and customer service skills with a genuine customer-focused mindset
• Demonstrated ability to remain calm, professional, and resilient under pressure and in high-volume environments
• Problem-solving abilities and willingness to go the extra mile to ensure customer satisfaction
• Ability to work effectively in a team environment and collaborate with colleagues across departments
• Basic computer literacy and proficiency with email communication platforms
• Flexibility in work schedule to accommodate business needs and peak reservation periods
• Preferred: Experience in the hospitality, travel, tourism, or entertainment industry
• Preferred: Familiarity with advanced CRM systems and customer management platforms
• Preferred: Bilingual communication abilities (English and regional languages, particularly Hindi or local Udaipur dialects)
• Preferred: Experience handling high call volumes and managing complex reservation scenarios
• Preferred: Knowledge of booking systems, payment processing, and reservation policies specific to the hospitality sector