Reservations Specialist

Company Description Lake n River Resort by BAGO Retreats is a resort destination surrounded by the Kallada River and Ashtamudi Lake on Munroe Island in Kollam, Kerala. The property offers a tranquil natural setting, making it an attractive location for getaways and special events. It is known as one of the best places in the region for destination weddings, with scenic views and tailored services. Team members join a hospitality environment focused on memorable guest experiences and high-quality service for both leisure stays and events.

Role Description The Reservations Specialist is a full-time, on-site role based at BAGO Retreats in Kollam. This role manages reservation inquiries and bookings via phone, email, and online channels, ensuring accurate information and a smooth booking experience. Daily tasks include responding to guest queries, confirming and modifying reservations, maintaining up-to-date records in the reservation system, and coordinating with front office and events teams to optimize room and event space allocation. The specialist will provide courteous customer service, suggest suitable accommodation and packages, support sales efforts by upselling services where appropriate, and follow standard operating procedures for payments and documentation. The role also involves learning property offerings, adhering to company policies, and contributing to an organized and efficient reservations process.

Qualifications

• Strong Reservations and booking management skills, with the ability to handle multiple inquiries and maintain accurate records.
• Excellent Communication abilities, including clear verbal and written skills and professional phone and email etiquette.
• Proven Customer Service experience, with a focus on empathy, problem-solving, and creating positive guest interactions.
• Basic to intermediate Sales skills, including upselling packages, promoting special offers, and supporting revenue goals.
• Ability to participate in and deliver Training related to reservation procedures, systems, and service standards.
• Comfort using reservation or property management systems and common office software tools.
• Strong organizational skills, attention to detail, and the ability to work accurately under time pressure.
• Previous experience in hospitality, travel, or front office operations is an advantage.
• Availability to work flexible shifts, including weekends and holidays, as required by resort operations.