# Job Description: Reservations Executive

**Job Code:** 428132\

**Location:** Mumbai\

**Department:** Reservations / Customer Support\

**Job Type:** Full-time\

**Working Hours:** 24×7 rotational shifts, including weekends

## Job Summary

We are looking for a customer-focused and detail-oriented Reservations Executive to manage inbound calls, coordinate reservation-related activities, maintain accurate reports, and ensure compliance with defined Service Level Agreements (SLAs). The ideal candidate should have excellent communication and interpersonal skills, the ability to manage multiple priorities, and a willingness to work in a dynamic, fast-paced environment.

## Key Responsibilities

- Handle inbound calls and respond to reservation-related queries professionally and efficiently.

- Ensure achievement of project-defined Service Level Agreements (SLAs) and performance targets.

- Coordinate with the Sales Team, Accounts Department, lodges, and other internal and external stakeholders.

- Update and maintain daily trackers, operational records, and internal reports accurately.

- Monitor team productivity and identify opportunities for process and performance improvement.

- Support, guide, and coach team members whenever required.

- Maintain positive team relationships and promote healthy group dynamics.

- Understand customer requirements and provide appropriate support in line with process guidelines.

- Adapt to changing priorities, business requirements, and multiple deadlines.

- Follow established process standards, procedures, and quality requirements.

- Ensure timely communication and coordination with relevant stakeholders to resolve queries.

- Maintain flexibility to support operational requirements and work in a 24×7 environment.

## Required Skills and Qualifications

- Strong verbal and written communication skills.

- Good facilitation, coordination, and interpersonal skills.

- Ability to work effectively in ambiguous situations and manage shifting priorities.

- Strong organizational skills and attention to detail.

- Ability to multitask and meet deadlines in a fast-paced environment.

- Willingness to work in rotational shifts, including night shifts and weekends.

- A team-oriented approach with a proactive attitude toward problem-solving and continuous improvement.

- Previous voice process or inbound customer service experience is preferred.

## Employment Requirements

- Candidates must be willing to work according to the process requirements and the 24×7 operational schedule.

- PAN and Date of Birth (DOB) details are required for employee profile creation in the database, subject to the employer's applicable data-handling policies.

- Former and current TCS/Tata employees are not eligible for this position, as specified in the hiring criteria.

## Ideal Candidate Profile

The ideal candidate will be customer-centric, adaptable, proactive, and capable of managing reservation operations while maintaining service quality, accurate documentation, effective coordination, and team productivity.