Hotel Operations Executive

About the Role

As a Hotel Operations Executive / Senior Executive at EaseMyTrip, you will be responsible for managing post-booking hotel operations and ensuring a seamless customer experience after the reservation is confirmed. Your role involves handling booking modifications, cancellations, escalations, and coordination with hotel partners to deliver a smooth and reliable guest journey.

You will act as a critical bridge between customers and hotel partners, ensuring operational excellence, quick issue resolution, and service quality that strengthens EaseMyTrips brand reputation. This position plays a vital role in maintaining customer trust, reducing friction, and improving post-booking experience across domestic and international hotel segments.

Role & Responsibilities

1. Post-Booking Management: Handle booking modifications, date changes, special requests, and cancellations efficiently while ensuring policy compliance.
2. Hotel Coordination & Confirmations: Liaise with hotel partners to secure confirmations, resolve availability discrepancies, and manage operational clarifications.
3. Customer Support Excellence: Provide prompt and professional support via calls, emails, and chats to address customer queries and concerns.
4. Escalation Handling & Resolution: Manage service escalations with structured problem-solving and ensure timely resolution to maintain customer satisfaction.
5. Refund & Payment Reconciliation: Handle refund processes, payment discrepancies, and billing adjustments with accuracy and accountability.
6. Operational Record Management: Maintain accurate booking documentation and ensure system updates are completed in a timely manner.
7. Service Quality Monitoring: Identify recurring operational issues and propose process improvements to enhance guest experience.
8. Policy Compliance & Risk Control: Ensure adherence to cancellation policies, refund guidelines, and company SOPs to minimize revenue leakage.
9. Cross-Functional Coordination: Work closely with finance, customer support, and partner management teams to ensure smooth resolution of complex cases.
10. Process Improvement Contribution: Suggest operational enhancements to improve turnaround time, customer satisfaction, and efficiency.

Preferred Candidate Profile

1. Relevant Experience: 1+ years of experience in hotel reservations, OTA operations, hospitality coordination, or customer service.
2. Strong Communication Skills: Clear verbal and written communication with the ability to handle customers and hotel partners professionally.
3. Problem-Solving Ability: Calm and structured approach to handling escalations and service challenges.
4. Operational Discipline: Detail-oriented with strong documentation and follow-through capability.
5. Technical Familiarity: Comfortable working with OTA booking systems, CRM tools, and hotel extranets; prior exposure preferred.
6. Customer-Centric Mindset: Focused on delivering smooth guest experiences and building long-term trust.
7. Time Management Skills: Ability to manage multiple cases simultaneously while maintaining service quality.
8. Collaboration Skills: Comfortable working cross-functionally in a fast-paced environment.
9. Adaptability: Able to work in dynamic, high-volume operational settings.
10. Integrity & Accountability: High ownership in handling refunds, payments, and customer-sensitive matters.