Job description

Job Summary

The Hotel Second Level Specialist plays a dual customer-facing and supplier-facing role, serving as the operational bridge between customers, hotel partners, and internal teams. This role is responsible for resolving booking-related issues, managing customer communications, coordinating with suppliers, acting as a support desk for CS teams, and driving operational improvements and overall customer experience. The specialist supports a range of Ops initiatives focused on improving service quality, streamlining processes, and ensuring timely, effective resolutions across the customer journey.

Key Responsibilities (Customer-Facing role)

1. Serve as the primary point of contact for customers across calls, emails, and offline channels, delivering timely, professional, and customer-centric support.
2. Manage the end-to-end lifecycle of hotel bookings, including, pre-confirmation, post-confirmations, modifications, cancellations, refunds, and issue resolution.
3. Own operational communication for high-value and sensitive bookings, providing proactive updates to customers and internal stakeholders.
4. Investigate and resolve booking, payment, and travel-related issues by collaborating with customers, suppliers, payments, finance and internal teams to achieve the best possible outcomes.
5. Manage operational queues and shared inboxes, ensuring SLAs are met while maintaining high standards of quality and responsiveness.
6. Interact with hotels and third-party suppliers to resolve booking discrepancies, operational escalations, and service failures.
7. Work closely with Contracting, Business Development, Product, Finance, Product, and CS teams to manage relocations, book-outs, guest complaints, and other operational initiatives.
8. Identify recurring operational pain points, supplier performance & APIs issues, customer trends, and contribute to process improvements that enhance the overall customer experience, be able to own a task and fully manage it.
9. Support broader operational projects; reviewing customers refunds, chargebacks on bookings, and continuous improvement initiatives aimed at increasing efficiency, strengthening supplier collaboration, and delivering a seamless end-to-end customer journey.

General

1. Attend training and departmental meetings as required.
2. Contribute to team targets and operational KPIs.
3. Ensure tasks are completed accurately and on time.

Requirements

1. Education: Bachelor’s degree in Tourism Studies, Hospitality Management, Business, or equivalent.
2. Languages: Fluency in English is a must; additional languages are an advantage.
3. Experience: 1–3 years in hotel reservations, OTA/TA/wholesale operations, or customer service.
4. Skills: Business English, professional email writing, and detail orientation in bookings, task ownership, multi-tasking, basic use of AI tools.
5. Strong communication and interpersonal skills.
6. Customer service orientation and problem-solving ability.

7. Agility and flexibility in handling multiple priorities.

8. Ability to collaborate effectively in a team environment.