Opera property management system
Divyraj Singh Krishnawat
Reservation Executive
Udaipur
Summary
Dynamic and results-driven reservation executive with a proven track record in upselling, guest relations, and reservation management. Expertise in identifying guest needs and recommending tailored upgrades and packages to enhance their stay experience while driving revenue growth. Proficient in efficiently utilizing reservation systems, managing booking flows, and collaborating with teams to deliver seamless and personalized guest service.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Reservation Executive.
Taj Lake Palace Udaipur
11.2024 - Current
- Serving as the acting leader in the absence of the Reservations Manager.
- Handling escalated booking issues and resolved guest concerns to maintain service standards.
- Managed team schedules and ensured operational continuity during the manager's leave.
- Improved reservation accuracy by 90 % through staff training initiatives.
- Providing training to new joiners on reservation systems and company policies.
- Supervise a team of 2 Reservation officers and 2 interns and provide guidance to ensure operational efficiency.
- Organize regular training sessions on system updates or new company policies.
- Manage reservation department to ensure accurate handling and monitoring of phone calls.
- Monitor tentative and provisional bookings, following up on deposits and guarantees to maximize room inventory.
- Check forecasting reports based on statistical codes, amending incorrectly tagged reservations.
- Conducted regular reviews of reservation policies and procedures, recommending updates as needed to streamline operations.
- Improved interdepartmental collaboration by actively participating in team meetings and sharing relevant insights about reservation trends.
Reservations Officer
Taj Lake Palace Udaipur
12.2021 - 10.2024
- Respond promptly, courteously, and accurately to all guest reservation requests, ensuring exceptional guest service at all times.
- Maintain comprehensive knowledge of the hotel's guest rooms, rates, promotions, amenities, programs, facilities, and services.
- Prepare arrival reports for the following day and compile group room lists.
- Track all reservations from online channels, including the hotel website, OTAs, and other third parties
- Manually process reservations if they fail to update in the hotel software.
- Update no-shows and cancellations on all OTAs to avoid unwanted commissions.
- Understand and enforce hotel and company credit policies, ensuring proper billing, routing, and payment methods are applied to reservations
- Process retentions, no-shows, and cancellations according to hotel policies and procedures
- Providing training to new reservation staff on taking reservations, telephone etiquette, hotel reservation software and email processing.
- Ensure deposit payments are taken in advance for all pay-at-hotel reservations, including direct reservations and OTAs like Booking.com and Expedia
- Process last-minute modifications and promptly forward this information to the front desk
- Communicate reservation information, such as VIP arrivals or specific guest needs, to the front desk
- Managed inventory of available rooms, updating systems in real-time to prevent overbooking situations.
- Process reports such as month end report.
- Check reservation creation reports and monitor reconfirmation process.
- Establish effective employee relations, maintaining the highest level of professionalism, ethics, and attitude towards all hotel guests and department heads
- Provided exceptional customer service during high call volume periods, maintaining professionalism under pressure.
- Assisted colleagues during peak seasons or high-demand situations, demonstrating flexibility and teamwork.
- Enhanced customer loyalty by providing personalized recommendations based on guest preferences.
- Actively monitored competitor rates and promotions, adjusting pricing strategies accordingly to maximize occupancy rates.
- Coordinated with other departments for timely execution of guest requests, enhancing overall service quality.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained awareness of types of rooms available in different resort locations.
- Developed strong relationships with repeat guests by maintaining excellent communication before arrival date.
- Contributed to team efforts by cross-selling additional services such as spa treatments or dining options when appropriate during the reservation process.
- Managed high call volume, ensuring prompt attention to all reservation requests and inquiries.
- Utilized various software programs for managing reservations, data entry, and reporting purposes.
- Verified guest information for accuracy, reducing errors in the reservation process.
Reservations Supervisor
Taj Lake Palace Udaipur
07.2018 - 11.2021
Reservations Executive
Radisson Blu Udaipur Resorts and Spa
10.2017 - 06.2018
Reservation Agent
Millennium Plaza Hotel Dubai
08.2016 - 10.2017
- Company Overview: Millennium and Copthorne Hotels
- Millennium and Copthorne Hotels
Reservations Agent / Receptionist
Carlton Palace Hotel Dubai
10.2014 - 06.2016
Guest Service Associate
Accor Hotels (Novotel Ahmedabad)
07.2013 - 09.2014
Industrial Trainee
The Oberoi Udaivilas, India
06.2011 - 10.2011
- Covered all four core departments
Education
Bachelor degree - H&HA, Hospitality and Hotel Administration
Institute of Hotel Management Ahmedabad
10+2 - Science, Mathematics
Central Board of Secondary Education
Class 10th - undefined
Central Board of Secondary Education
Skills
Problem-solving skills
Certificationsandachievements
- Certified Taj Departmental Trainer.
- Completed The Fundamentals of Revenue Management: The Cornerstone of Revenue Strategy through Coursera.
- Completed B1 level, secured (71.75- A2 Level) and secured (83.50- A1 level) in French language from Alliance Française.
Software
Extranet
Vision Excel Generating Report
Sabre
Timeline
Reservation Executive.
Taj Lake Palace Udaipur
11.2024 - Current
Reservations Officer
Taj Lake Palace Udaipur
12.2021 - 10.2024
Reservations Supervisor
Taj Lake Palace Udaipur
07.2018 - 11.2021
Reservations Executive
Radisson Blu Udaipur Resorts and Spa
10.2017 - 06.2018
Reservation Agent
Millennium Plaza Hotel Dubai
08.2016 - 10.2017
Reservations Agent / Receptionist
Carlton Palace Hotel Dubai
10.2014 - 06.2016
Guest Service Associate
Accor Hotels (Novotel Ahmedabad)
07.2013 - 09.2014
Industrial Trainee
The Oberoi Udaivilas, India
06.2011 - 10.2011
10+2 - Science, Mathematics
Central Board of Secondary Education
Class 10th - undefined
Central Board of Secondary Education
Bachelor degree - H&HA, Hospitality and Hotel Administration
Institute of Hotel Management Ahmedabad
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