Job Summary
We are seeking a proactive and customer-focused Hotel Operations & Support Executive to manage post-booking hotel operations and provide support to internal teams and customers. The role involves coordinating with hotels, suppliers, and partners to ensure smooth hotel stays, resolving operational issues, handling escalations, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Manage hotel bookings after confirmation and ensure smooth guest check-in and stay experience.
- Coordinate with hotels, suppliers, and partners for booking verification, amendments, cancellations, and operational support.
- Handle hotel-related escalations and resolve issues in a timely and professional manner.
- Support sales and operations teams with hotel information, booking updates, and issue resolution.
- Process booking modifications, special requests, refunds, and customer service requests.
- Maintain effective communication with hotels and suppliers to ensure service delivery as per booking commitments.
- Monitor and follow up on pending cases until successful resolution.
- Maintain accurate records of escalations, customer interactions, and operational activities.
- Ensure high levels of customer satisfaction through proactive problem-solving and service support.
Required Skills
- Strong communication and coordination skills.
- Excellent problem-solving and customer service abilities.
- Ability to manage multiple tasks and work under pressure.
- Good knowledge of hotel booking processes and travel operations.
- Strong follow-up and relationship management skills.
