Reservation Management Handle the entire lifecycle of hotel bookings with accuracy and speed including creation modification cancellation and processing refunds Customer Hotel Communication Serve as the primary point of contact for travelers and hotel partners providing clear and concise communication via phone email and chat e g WhatsApp Coordination Confirmation Liaise seamlessly with hotels to confirm availability verify special requests and ensure all specific guest needs are accurately communicated and met Issue Resolution Identify troubleshoot and resolve complex booking-related issues and payment discrepancies maintaining a calm and professional demeanor under pressure System Usage Data Integrity Proficiently use our booking systems and CRM tools to process reservations update records and ensure stringent attention to detail to avoid errors in dates payments or guest information Escalation Handling Politely and effectively handle escalated customer issues ensuring every interaction concludes with a supportive and qualified resolution Process Adherence Be disciplined and dependable in following MyTravaly s standard operating procedures SOPs and actively participate in training to quickly master new processes and product updates Requirements Exceptional Communication Solid verbal and written communication skills with the ability to convey complex information clearly and empathetically Problem-Solving Proven ability to quickly and accurately diagnose and solve transactional or logistical issues related to travel bookings Pressure Management Capacity to remain calm focused and positive while managing high volumes of inquiries and time-sensitive tasks Detail-Oriented Acute attention to detail is mandatory to prevent errors in booking data dates room types personal details payments Technical Comfort Comfortable using digital support channels email chat and internal reservation CRM software Mindset Self-disciplined accountable reliable and possessing a genuine passion for providing excellent customer service