Senior Executive Hotel Operations ( Spanish )

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.
• Strong 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.