Outsourced
Website:
outsourced.co
Job details:
Company Overview
Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Position Title:
Reservations, Group & Event Agent
Work Arrangement: Remote - India
About The Role
The Reservations, Groups & Events Agent is the first point of contact for reservations, long stay, corporate, group and meetings & events (M&E) enquiries. The role owns accurate, timely processing of bookings in MEWS and Salesforce, keeps trackers and reports current, and works closely with the Revenue, Sales and hotel operations teams to convert enquiries and protect revenue.
Key Responsibilities
Reservations
- Monitor and respond to the Reservations, Groups and M&E inboxes within SLA, prioritising by urgency.
- Respond to and process long stay, corporate and leisure enquiries and confirmed bookings in MEWS, following hotel standards and SOPs.
- Validate No Shows, Cancellations and Reservations Made Yesterday (RMY); maintain up-to-date trackers reconciled to the Daily Revenue Report.
- Check arrivals due within the next 3 days, confirm manual bookings across extranets, and flag special requirements to the hotel team.
- Maintain accurate payment information for every booking; raise invoices, chase payments and keep accounts receivable up to date.
Groups
- Support the Sales team on group bookings: input into Salesforce and MEWS, send and chase contracts, maintain the rooming list, and share group summaries with the hotel team.
- Prepare and circulate a rolling weekly report of groups arriving in the next two weeks.
- Confirm payment is collected and invoiced in line with contracted terms.
Meetings & Events (M&E)
- Record M&E enquiries in Salesforce and create Banquet Event Orders (BEOs).
- Prepare a rolling weekly report of new meetings for the next two weeks.
Data, Reporting & Systems
- Keep MEWS, Salesforce and related systems accurate and current for every enquiry, booking and customer record.
- Maintain weekly reporting on enquiry volumes, status and pipeline for the Ops meeting.
- Maintain trackers for group bookings, event confirmations and contract status.
Collaboration
- Work closely with the Revenue and Sales team, hotel operations and your Line Manager, escalating and seeking guidance where needed.
- Attend the Ops meeting and monthly 1:1 with your Line Manager.
The Ideal Candidate Will Possess
Previous experience in hotel reservations, groups, events or a similar guest-facing hospitality role.
- Hands-on experience with a hotel PMS (MEWS experience an advantage) and CRM systems such as Salesforce.
- Strong attention to detail and comfort working to tight inbox/response SLAs in a fast-paced environment.
- Well organised, able to prioritise a varied daily, weekly and monthly workload.
- Clear written communication and a collaborative, team-first approach
What success looks like:
- Inbox response time under 45 minutes, with a maximum of 1.5 hours.
- 100% error-free data entry into PMS/CRM.
- Enquiries recorded and processed within the same business day.
- Inbox cleared by the end of each day.
- Full SLA compliance for payment updates in PMS.
What We Offer - Health Insurance: We provide medical coverage up to 20 lakh per annum, which covers you, your spouse, and a set of parents. This is available after one month of successful engagement.
- Professional Development: You'll have access to a monthly upskill allowance of ₹5000 for continued education and certifications to support your career growth.
- Leave Policy: Vacation Leave (VL): 10 days per year, available after probation. You can carry over or encash up to 5 unused days.
- Casual Leave (CL): 8 days per year for personal needs or emergencies, available from day one.
- Sick Leave: 12 days per year, available after probation.
- Flexible Work Hours or Remote Work Opportunities - Depending on the role and project.
- Outsourced Benefits such as Paternity Leave, Maternity Leave, etc.
Click on Apply to know more.