Guest Stay Planner

Overview of the Role:

In this role, you will deliver personalised booking experiences by understanding guests’ needs, managing reservations and providing attentive pre-arrival service. You will also drive revenue through tailored upselling and cross-selling opportunities.

Key Responsibilities:

• Personalised Stay Design: Takes the time to understand each guest's expectations, preferences and travel motivations, then shapes a stay around them by recommending the right room, amenities, dining and activities, so that every detail feels considered by the time they arrive.
• Booking Management: Turn enquiries into confirmed bookings across our brands and markets, mainly by phone, email and digital channels.
• Customer Service (B2C): Be the guest’s dedicated contact from the first interaction up to their arrival. Keep every exchange clear, prompt and personal, in line with our service standards.
• Incremental Revenue: Generates additional revenue by up-selling higher room categories and meal plans, and cross-selling experiences and activities, matching each recommendation to the guest's profile and occasion.

Ideal Candidate Profile:

• Qualifications: HSC or a relevant certificate in Hospitality, Tourism, Sales or a related field is preferred.
• Experience: Previous experience in reservations, customer service or sales, preferably in hospitality.
• Hospitality Knowledge: Good understanding of hotel products, room categories, meal plans, guest experiences and reservation procedures is an advantage.
• Customer Service Skills: Strong interpersonal and communication skills, with the ability to understand guest needs and deliver personalised service.
• Sales Skills: Sales-oriented mindset with the ability to identify upselling and cross-selling opportunities.
• Technical & Organisational Skills: Comfortable using reservation systems, CRM tools and digital communication channels, with strong attention to detail, accuracy, problem-solving skills and the ability to manage multiple enquiries efficiently.

What's in it for you? 

• Medical Insurance – Benefit from medical coverage, for you and your dependent(s), with 50% company contribution.
• 24Hrs Personal Accident Cover – Up to Rs 100,000 cover for accidents, 24/7.
• Pension Scheme – Enjoy a pension plan with company contributions for your future.
• Company Doctor Services – Free on-site medical consultations for your health needs.
• Company Van: Enjoy added convenience with our transportation arrangements, making your journey to and from work a little easier.
• Performance Bonus – Earn a bonus for your hard work.
• Exclusive Employee Discounts – Benefit from a wide range of discounts with MyExperience Mobile App.
• Wedding & Newborn Gifts – Celebrate major life events with special company gifts.
• Instant Leave Benefits – Earn 1 annual and 1 sick leave monthly from day one.
• Birthday Leave – Celebrate your Birthday with 1 additional day on top of your entitled local leave.
• Career Growth & Internal Mobility – Find diverse career and internal mobility options within our various clusters and ER Group companies.
• Learning & Development – Grow with training and development opportunities through our Training Academy.