Role - Senior Executive Hotel Operations ( Spanish )
Key Responsibilities
- Manage customer queries received via email and inbound calls for hotel bookings and holiday packages.
- Provide accurate information on availability, pricing, inclusions, policies, and booking terms.
- Process booking requests, amendments, upgrades, cancellations, and special requests in a timely manner.
- Coordinate with hotels, suppliers, and internal teams to resolve operational issues.
- Handle escalations with maturity, ensuring quick resolution and customer satisfaction.
- Maintain service-level standards, TAT adherence, and quality of communication.
- Identify recurring issues and highlight them to team leads for process improvement.
- Document all interactions accurately in CRM or internal systems.
- Ensure adherence to company policies, shift schedules, and attendance norms.
Required Skills & Competencies
- Excellent verbal and written communication skills in Spanish Language.
- Solid customer-handling and problem-solving capability.
- Ability to multitask across calls and emails.
- Good understanding of hotel operations, room types, packages, and travel terminology (preferred).
- Customer-first mindset with high responsiveness and professionalism.
- Should be comfortable with rotational shifts, including weekends and public holidays (as per roster).
Experience & Qualification
- 1–5 years of experience in Hotels, Reservations, OTA, Travel Agency, or related hospitality background (preferred).
- Graduates from hospitality or travel backgrounds are an added advantage.
- Hybrid or onsite, depending on business requirement.