Customer Service Associate Job in Multiple locations at RevX Hospitality Private Limited

About the Job

Key Responsibilities
.Handle hotel partner queries through calls, emails, and internal communication channels.
.Manage and monitor OTA bookings, cancellations, modifications, no-shows, and other booking-related issues.
.Perform night audit activities and ensure that booking and operational data is accurately updated.
.Work on PMS, OTA extranets, and internal operational tools for day-to-day support activities.
.Coordinate with OTA, Sales, Technology, Onboarding, and hotel teams for timely resolution of operational issues.
.Maintain accurate records and notes related to refunds, amendments, room movements, cancellations, and other booking activities.
.Monitor assigned tasks and ensure they are completed within the required timelines.
.Identify operational or system-related issues and escalate critical matters to the Support Manager or relevant department.
.Maintain clear and professional communication with hotel partners and internal teams.
.Support the team in ensuring smooth hotel operations and minimizing booking-related issues.
.Follow defined processes, SOPs, and service standards while handling daily operations.
.Maintain accuracy and attention to detail while updating booking and operational information.

Required Skills
·Basic knowledge of hotel operations and hospitality processes
· Understanding of reservations, room inventory, rates, and availability
· Knowledge of PMS and OTA platforms is preferred
· Good knowledge of booking modifications, cancellations, and confirmations
· Strong communication skills through calls, emails, and WhatsApp
·Ability to handle guest/hotel complaints and resolve issues professionally
·Good coordination with hotels, OTAs, reservations, and internal teams
·Basic understanding of hotel policies, room types, and rate plans
· Ability to work under pressure, especially during high booking periods
 
Technical Skills
.Basic knowledge of Microsoft Excel / Google Sheets, including data entry and maintaining records.
.Basic understanding of hotel reservations, booking workflows, cancellations, modifications, and no-shows.
.Familiarity with OTA platforms (such as Booking.com, Expedia, Agoda, or similar) is an advantage.
.Willingness to learn and work with Property Management Systems (PMS), OTA extranets, and internal tools.
.Ability to update booking information accurately and maintain clear operational documentation.
.Basic troubleshooting and issue-escalation skills for booking or system-related concerns.

Soft Skills
.Good verbal and written communication in a professional manner.
.Customer service and hotel-partner query-handling skills.
.Strong attention to detail and accuracy while handling bookings and operational data.
. Time management, prioritisation, and ability to multitask.
.Problem-solving and analytical thinking.
.Teamwork and coordination with cross-functional teams.
.Ability to remain calm and professional in time-sensitive situations.

Behavioural Competencies
Process-oriented approach and willingness to follow SOPs and service standards.
Ownership, accountability, and timely completion of assigned tasks.
Adaptability and willingness to learn hospitality operations and new systems.
Sound judgement and ability to escalate critical issues when required.
Organised working style and reliable follow-through.
Comfort with night or rotational shifts, as required by the role.

Ideal Candidate
The ideal candidate should be:
Process-oriented and highly organised
A fast learner with a willingness to understand hospitality operations
Comfortable handling multiple tasks simultaneously
Detail-oriented and responsible
Comfortable communicating with hotel partners and internal teams
Able to work independently while also collaborating effectively with the team
Comfortable working in night or rotational shifts
Someone with a startup mindset who can adapt to changing operational requirements

Qualification & Experience
Qualification: Graduate
Experience: Fresher
Candidates with experience in hospitality, hotel operations, OTA, reservations, or similar operational roles will be considered relevant.
Freshers with strong communication skills and a willingness to learn may also apply.

Number of Openings

1 openings

Skills

English Proficiency (Spoken), Customer Support, Teamwork, Problem Solving, Time Management, MS-Office, Conflict Management, Troubleshooting, Hindi Proficiency (Spoken), Effective Communication, Google Sheets