Sales & Operations Executive (Zobu)

Zostel Hospitality; Gurugram District; On-site; INR 400,000 - 650,000; Full time

Benefits offered by this job

Stay credits across Zostels and Zo Se​

Growth opportunities

Performance incentives

Job summary

Zostel Hospitality is seeking a sharp, warm Zobu in Gurugram for the Central Reservations team. You will engage travelers via chat, call, email, and social media, turning inquiries into bookings and ensuring a smooth arrival. This role blends sales focus with hospitality care.

You will manage reservations across OTAs and our direct channel, upsell add-ons, and coordinate with property teams to meet guest needs. On-site duties and weekend support are expected.

Qualifications

• 1–3 years in reservations, hospitality, travel or customer support.
• Strong English and Hindi communication, both written and spoken.
• Ability to handle multi-channel queries (phone, chat, email, DMs).
• Comfort with OTAs and channel managers (eZee, STAAH, RateGain) or willingness to learn.

Responsibilities

• Handle inbound reservation queries across phone, WhatsApp, email, Instagram DMs and live chat—fast, friendly, accurate.
• Convert enquiries into confirmed bookings and own conversion targets.
• Manage reservations across OTAs and the Zostel direct channel.
• Upsell room categories, F&B add-ons and Zo Trips experiences.
• Coordinate with property teams on group bookings, early check-ins and exceptions.
• Resolve modifications, cancellations and refunds; escalate when needed.
• Keep CRM and PMS records spotless.
• Spot patterns and flag issues to the team.
• Support peak season weekends and holidays.

Skills

Reservations

Customer support

Sales

English & Hindi communication

Tools

eZee

STAAH

RateGain

PMS tools

Google Sheets/Excel

Job description

Sales & Operations Executive (Zobu) - Afternoon and Night Shift

Job Description

ROLE : Sales & Operations Executive (Zobu) TEAM : Central Reservations LOCATION : Gurugram, HQ (On-site) TYPE : Full-time EXPERIENCE : 1-3 years in reservations, hospitality, travel or customer support REPORTS TO : Reservations Manager

THE ROLE

As a Zobu, you are the voice of Zostel. Youre the first person a traveller talks to before they book - over chat, call, email, or DM - and the person who makes sure their booking actually turns into a great trip. Youll juggle inbound queries across multiple channels, convert them into reservations, and keep our properties looped in so guests have nothing to worry about when they arrive.

This is a sales role with a hospitality soul. Targets matter. So does warmth.

WHAT YOULL DO

• Handle inbound reservation queries across phone, WhatsApp, email, Instagram DMs and live chat - fast, friendly, accurate.
• Convert enquiries into confirmed bookings. Own your conversion rate, daily targets and revenue contribution.
• Manage reservations across OTAs (Booking.com, MakeMyTrip, Goibibo, Agoda, Airbnb) and the Zostel direct channel.
• Upsell room categories, F&B add-ons and Zo Trips experiences without being pushy.
• Coordinate with property teams on group bookings, special requests, early check-ins and exceptions.
• Resolve booking modifications, cancellations and refunds within policy - and escalated the right ones.
• Keep CRM and PMS records spotless. Garbage in, garbage out.
• Spot patterns - recurring questions, friction points, missed opportunities and flag them to the team.
• Pick up the slack during peak season weekends and long-weekend rushes.

YOULL THRIVE HERE IF YOU

• Are good with afternoon and night shifts. Late check-ins and 2 AM booking problems dont faze you.
• Have 1-3 years of experience in reservations, front office, hospitality, travel sales, or BPO/customer support (travel domain preferred).
• Communicate cleanly in English and Hindi - written and spoken. A third Indian language is a plus.
• Are comfortable on calls. You dont ghost. You dont stutter under pressure.
• Know your way around OTAs, channel managers (eZee, STAAH, RateGain) or PMS tools - or can learn them in a week.
• Are basic-to-comfortable on Google Sheets / Excel. Pivot tables dont scare you.
• Have a sales instinct. You spot the upsell without losing the warmth.
• Are organised, calm under volume, and obsessive about follow-through.
• Actually like travel and travellers. This shows in 30 seconds on a call.

BONUS POINTS

• Youve worked in a hostel, hotel chain, or travel startup before.
• Youve handled rotational shifts including weekends and holidays.
• You speak a regional language relevant to a Zostel destination.
• You travel. A lot. And you have opinions about it.

WHAT WE OFFER

• Competitive salary plus performance-linked incentives tied to conversions and revenue.
• Stay credits across 100+ Zostels, Zostel Plus, Zostel Homes and Zo Selections.
• A young team that ships fast and celebrates faster.
• Real ownership from day one - no babysitting, no hand-holding.
• Growth paths into Senior Reservations, Revenue, Operations, or Trips.

Summary

Zostel is on the lookout for a sharp, warm and street-smart Zobu - the heartbeat of our Central Reservations team. If you love people, hate boring days, and get a kick out of turning a quick chat into a booked trip, this ones for you.