Hotel Reservation Agent

We are seeking a highly motivated and detail-oriented Hotel Reservation Agent to join our team. This role provides a unique opportunity to gain hands-on experience in the dynamic field of hotel revenue management. The successful candidate will be responsible for supporting the revenue team in daily operational tasks, data analysis, and ensuring the smooth functionality of our online booking platforms.

Key Responsibilities:

Daily Booking & Performance Monitoring:

• Review the daily booking status for each hotel, including the number of rooms and room nights booked.
• Analyze the country of origin for each booking to identify trends.

Website and Booking Engine Audits:

• Conduct daily, comprehensive checks of all hotel websites and booking engines, from the dynamic calendar to the final booking step.
• Verify the functionality of price comparison widgets, chatbots, room availability, and open conditions on both desktop and mobile versions.

Conversion Tool Checks:

• Test the functionality of conversion tools on both desktop and mobile versions, including review widgets, pop-ups ("bubbles"), and cart recovery features on both the first and last pages of the booking engine.

Rate Disparity Management:

• Regularly check for rate parity issues by comparing hotel rates on the official website against major Online Travel Agencies (OTAs) such as Booking.com, Agoda, and Expedia.
• Capture screenshots of any disparities, ensuring the date, room type, occupancy, cancellation policy, and meal plan are consistent.
• Prepare and send detailed "Disparity Emails" to hotels, attaching screenshots and clearly noting the date, room type, OTA name, and the price difference.

Customer & Hotel Communication:

• Manage all necessary email communications on time, including follow-ups, to ensure timely communication and coordination with hotels.
• Respond to incoming emails to resolve queries and maintain smooth coordination with hotels.
• Make calls to guests who have recently canceled their bookings to gather feedback, understand the reason for cancellation, and explore opportunities to retain the booking or improve future service.

Reporting:

• Assist in creating and maintaining daily reports related to all assigned tasks.
• This internship is designed to provide a comprehensive understanding of revenue optimization strategies and the tools used to implement them.
• The ideal candidate should have strong analytical skills, excellent attention to detail, and communication skills with a proactive attitude.