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

Zostel; Gurugram District, Bengaluru; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Stay credits across Zostels

Growth path intoSenior Reservations/Op

Ownership from day one

Young, fast-moving team

Job summary

Zostel is seeking a Sales & Operations Executive (Zobu) for Gurugram HQ, on-site, with afternoon and night shifts. You’ll be the voice of Zostel, turning chats into bookings across channels while keeping guests informed and the properties aligned.

You will manage reservations through OTAs and direct channels, upsell add-ons, and collaborate with property teams, CRM/PMS systems, and revenue targets. English and Hindi proficiency is required.

Qualifications

• 1–3 years in reservations, hospitality, travel or customer support.
• Afternoon and night shift availability.
• English and Hindi communication, written and spoken.
• Familiarity with OTAs and channel managers is a plus.

Responsibilities

• Handle inbound reservation queries across phone, chat, email, and social messages.
• Convert enquiries into confirmed bookings and own daily revenue targets.
• Manage reservations across OTAs and Zostel direct channel.
• Upsell room categories, F&B add-ons and experiences.
• Coordinate with property teams on group bookings and special requests.
• Process modifications, cancellations and refunds within policy.
• Keep CRM and PMS records clean and up to date.
• Identify recurring questions and opportunities to improve; escalate as needed.
• Fill peak-season gaps and support weekend/holiday rushes.

Skills

Reservations

Customer service

Sales

Tools

CRM systems

PMS

Job description

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

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 escalation 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

• Are good with afternoon and night shifts. Late check-ins and 2 AM booking problems don't 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 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.

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.