Hotel Operations Executive

Easemytrip; Gurugram District; On-site; INR 400,000 - 550,000; Full time

Job summary

EaseMyTrip in Gurugram, India is seeking a Hotel Operations Executive/Senior Executive to manage post-booking hotel operations and ensure a seamless guest journey after reservation confirmation. The role coordinates with hotel partners, handles modifications, cancellations, refunds, and escalations while maintaining policy compliance and service quality across domestic and international hotels.

You will act as a bridge between customers and partners, monitor service quality, and drive

Qualifications

• 1+ year in hotel reservations, OTA operations, or customer service.
• Clear verbal and written communication.
• Calm, structured problem-solving for escalations.
• Detail-oriented with solid documentation.
• Comfort with OTA booking systems, CRM tools, and hotel extranets.

Responsibilities

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

Skills

Communication skills

Problem-solving

Operational discipline

Time management

Collaboration

Adaptability

Integrity & accountability

Tools

OTA booking systems

CRM tools

Hotel extranets

Job description

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.