The Hotel Operations Support Specialist provides remote operational, administrative, and guest service support to a U.S.based hotels. This role is responsible for managing reservations, handling guest communications, assisting with billing and credit card disputes, supporting sales inquiries, ensuring brand compliance, and maintaining operational efficiency in accordance with hotel standards and guidelines.
Timing 7 PM to 4 AM
Key Responsibilities: Guest Relations & Communication
- Handle guest complaints and ensure timely resolution following brand guidelines
- Monitor GXP, chat systems, and request portals to maintain response standards
Reservations & Front Office Support
- Process new reservations and manage rooming lists
- Handle cancellation and modification requests
- Enforce cancellation policies and rate code restrictions
- Review billing and reservations in the Property Management System (PMS)
- Create and manage room blocks and group contracts
Billing & Financial Support
- Assist with credit card disputes and related documentation
- Oversee billing service matters and resolve discrepancies
- Categorize and record credit card expenses accurately
- Review and verify billing details within PMS
Sales & Administrative Support
- Assist in preparing and managing room block contracts
- Support management with additional assigned duties
- Schedule job interviews as requested
Compliance & Training
- Ensure staff complete required training programs
- Monitor compliance with brand standards and QA requirements
- Prepare and organize brand compliance documentation
Qualifications:
- Experience in hotel operations, front desk, or hospitality support preferred
- Strong written and verbal communication skills in ENGLISH