AI Guest / Traveller Experience Specialist

Santriya Technologies; Chennai; On-site; INR 400,000 - 650,000; Full time

Job summary

Santriya Technologies seeks an AI Guest / Traveller Experience Specialist to support travellers before, during and after trips using AI-assisted itinerary, booking and knowledge tools while retaining human empathy and judgement for disruptions, complaints and exceptions.

You will handle booking, itinerary, property/flight/service and general travel support within product scope, verify availability and terms before confirming changes, and coordinate rebooking or service recovery for complex

Responsibilities

• Handle booking, itinerary, property/flight/service and general travel support within product scope.
• Use AI to retrieve current booking rules, summarize itineraries and draft options from approved systems.
• Verify availability, price, cancellation/refund conditions and supplier terms before confirming changes.
• Coordinate rebooking or service recovery for supported cases and elevate complex disruptions.
• Recognise scams, payment issues, accessibility needs and vulnerable-customer situations.
• Maintain clear case chronology and customer communication.
• Use preference data only under consent/privacy rules.
• Capture recurring friction and knowledge gaps for product improvement.

Job description

Santriya Technologies is seeking an AI Guest / Traveller Experience Specialist to support travellers before, during and after trips using AI-assisted itinerary, booking and knowledge tools while retaining human empathy and judgement for disruptions, complaints and exceptions.

Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and elevate conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities

• Handle booking, itinerary, property/flight/service and general travel support within product scope.
• Use AI to retrieve current booking rules, summarize itineraries and draft options from approved systems.
• Verify availability, price, cancellation/refund conditions and supplier terms before confirming changes.
• Coordinate rebooking or service recovery for supported cases and elevate complex disruptions.
• Recognise scams, payment issues, accessibility needs and vulnerable-customer situations.
• Maintain clear case chronology and customer communication.
• Use preference data only under consent/privacy rules.
• Capture recurring friction and knowledge gaps for product improvement.

AI-enabled ways of working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability

AI is a copilot, not the accountable decision‑maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety‑critical, clinical, employment and other high‑impact decisions must follow delegated authority and required human review.

Success Measures

• Traveller satisfaction and resolution improve
• Booking‑change errors reduce
• Disruption communication becomes faster
• Escalations contain complete context