Sales & Operations Executive (Zobu)

Zostel; Gurugram District; On-site; INR 279,000 - 446,400; Full time

Benefits offered by this job

Competitive salary

Stay credits across 100+ Zostels

Ownership and growth paths

Job summary

Zostel is seeking a warm and dynamic Zobu for their Central Reservations team in Gurugram. In this full-time role, you will be the primary contact for travelers across various channels, ensuring smooth bookings and high conversion rates.

We value team members who are organized and passionate about travel, possess excellent communication skills, and have experience in customer support. Enjoy perks like competitive salary, performance incentives, and stay credits at Zostel properties.

Qualifications

• 1–3 years of experience in reservations, hospitality, travel, or customer support.
• Ability to communicate effectively in English and Hindi, with a third Indian language being a plus.
• Comfortable on calls with excellent follow-through.

Responsibilities

• Handle inbound reservation queries over multiple channels.
• Convert enquiries into confirmed bookings and manage reservations.
• Coordinate with property teams for group bookings and special requests.

Skills

Customer support experience

Sales instinct

Communication in English and Hindi

Organizational skills

Comfort with OTAs and PMS tools

Tools

Google Sheets

CRM systems

PMS tools

Job description

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. You're 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. You'll 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 YOU'LL 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 elevate 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.

YOU'LL THRIVE HERE IF 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 don't ghost. You don't 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 don't 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

• You've worked in a hostel, hotel chain, or travel startup before.
• You've 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 one's for you.