Guest Services Manager - PCT

Travelopia

3 - 7 years

8 - 12 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

hospitality customer support coordinator customer service operations service industry customer support customer service continuous improvement data entry crm recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

We re looking for a proactive

Reservations & Customer Support Coordinator

to join our

Customer Service Operations team

within the

USTO business

at our

Bangalore office

. In this role, you ll be responsible for

processing reservations after conversion

and

managing tasks through various supplier portals

. You ll efficiently handle a

high volume of reservations

while providing

on-the-ground customer support

through the

Emergency (EM) line

, helping to resolve any issues that may arise during travel. Additionally, you ll collaborate with and provide support to other teams as needed, ensuring a seamless customer experience end-to-end.

What You ll Do:

Manage Bookings & Customer Support: Handle reservations and related tasks through supplier platforms, providing timely assistance via the Emergency (EM) line.
Process Reservations Accurately: Lead post-conversion bookings with precision, ensuring error-free data entry and smooth customer experiences.
Deliver Excellent Customer Service: Offer insightful, professional support during time-sensitive or high-stress situations, aiming for quick and effective resolutions.
Coordinate with Suppliers: Communicate proactively to confirm availability, resolve issues, and handle booking adjustments.
Resolve Customer Concerns: Investigate and resolve issues promptly, bringing up sophisticated cases when needed.
Collaborate Across Teams: Support operations, customer care, and sales teams, chipping in to continuous improvement.
Maintain Records & Follow SOPs: Keep accurate documentation and enforce to established workflows for consistency.
Support Service Improvements: Share feedback on recurring issues to enhance systems, processes, and customer satisfaction.

What You ll Bring:

Shown experience in customer support, reservations, or a similar role ideally within the travel, hospitality, or service industry
Sharp attention to detail and skilled at handling a large number of reservations with precision and speed
Ability to lead and resolve customer issues calmly and expertly
Familiarity with reservation systems, supplier portals, or CRM tools is a strong advantage
Proficiency in Microsoft Office and ability to learn new systems quickly
Fluency in English; additional languages are a plus
Willingness to work on a rotating schedule, including weekends and public holidays.
Work hours: Monday to Sunday (5-day week), between 5:30 AM 8:30 PM with an 8-hour shift plus 1-hour lunch; includes rotational weekends/holidays and may vary based on business needs.