Operation Agent

Role Overview

As part of the operations team, you will be the bridge between hotels and the company’s booking and rate systems, making sure property information is accurate, visible, and up to date. On a typical day, you will handle inbound support tickets through Zendesk, load negotiated rates, troubleshoot visibility or access problems, and coordinate with internal departments to keep everything running smoothly. Your work directly affects hotel satisfaction and the speed at which new rates reach the market, which ultimately protects revenue and strengthens the company’s relationships with its partners.

Key Responsibilities

• Respond to hotel support requests via Zendesk, phone, and live chat, covering login issues, rate visibility problems, and requests for travel agent details.
• Load room rates and implement corporate RFP agreements, ensuring every entry follows company SLAs and is accurate before it goes live.
• Use spreadsheets to clean, manipulate, and import rate data into the central reservation system, relying on functions like VLOOKUP to match and verify records.
• Investigate and resolve rate discrepancies or data upload failures proactively, acting quickly to prevent revenue loss and reduce speed-to-market delays.
• Coordinate with Product, Finance, Demand, Business Development, and Marketing teams to resolve cross-functional issues and improve operational workflows.
• Maintain strong hotel relationships by documenting every interaction, keeping partners informed of progress, and ensuring their needs are fully addressed.
• Escalate unresolved or high-impact issues to the Team Lead and Account Manager, providing clear context to help them resolve challenges efficiently.

Requirements & Qualifications

• Diploma from a recognised college or university; a background in hospitality or hotel management is a strong plus.
• At least one year of customer service experience, with a positive attitude and a genuine willingness to learn new systems and processes.
• Confidence using Microsoft Office, especially Excel, including VLOOKUP and working with large data files.
• Ability to work across multiple platforms simultaneously and adapt quickly to role-specific tools and internal software.
• Strong attention to detail, ensuring accuracy and thoroughness in all documentation, rate entries, and client communications.
• Sound written communication skills, with the ability to explain solutions clearly and professionally to hotel partners.
• Solid problem-solving mindset, capable of identifying root causes and delivering timely fixes while keeping the customer experience positive.
• Proven ability to prioritise and manage multiple support tickets at once, meeting deadlines without sacrificing service quality.
• Organised time management, with the flexibility to adjust to changing priorities in a fast-paced operations environment.