Responsibilities:

Email and Ticket Response :

- Respond promptly and professionally to emails and ticket feedback from hotel owners regarding various operational issues, including booking related queries, invoicing and accounts related issues, revenue management and distribution channel related

- Adhere to established Standard Operating Procedures (SOPs) for issue resolution

Issue Resolution :

- Follow predefined SOPs to analyze and troubleshoot problems reported by hotel owners, undergo training programs to understand booking systems, payment processes and revenue management tools

- Work diligently to resolve issues within a 24-hour timeframe, exceeding service level agreements

-Hotel Owner Advocacy:-

- Act as a Hotel Owner advocate, ensuring that the concerns and needs of hotel owners are addressed promptly and effectively within the framework of established SOPs

- Collaborate with internal team to escalate and resolve complex issues, providing a seamless and positive Hotel Owner experience

-Communication and Collaboration:-

- Collaborate with cross-functional teams, including Sales, Revenue Management, and Technical Support, to provide comprehensive solutions to hotel owners

- Share insights and best practices for issue resolution within the team

- Familiarity with working in a TAT based target driven environment and working on ticketing systems/platforms (Freshdesk, Zendesk etc.)

- Excellent written and verbal communication skills

- Ability to convey technical information in a clear and understandable manner

SOP Adherence :

- Strong adherence to established Standard Operating Procedures

- Proven ability to follow SOPs to ensure consistent and accurate problem resolution

Time Management :

- Ability to prioritize and manage time effectively to meet the 24-hour resolution timeline

- Collaborative mindset and the ability to work well within a team environment