Hotel Operations - Priority Desk

About Tripjack

TripJack: A Great Place to Work® and the trusted tech platform for over 60K+ travel agents across India!

We’re proud to be Great Place to Work® Certified™ workplace, reflecting the trust, pride, and sense of belonging our people feel every day. This recognition reflects our commitment to a culture where our teams grow, collaborate, and drive the future of travel technology, while consistently delivering excellent service to our agent partners.

With over 35+ years of travel experience between the founders, TripJack has always prioritized the needs of travel agent partners. TripJack’s integrated platform offers content from 750+ airlines, 2 Mn+ Hotels including services across Corporate Travel, Travel assistance and Insurance, Rail and Marine segments. With a superior tech platform, seamless agent pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking & management experience for our agent partners.

Role: Executive/Senior Executive – Hotel Operations

Location: Lower Parel, Mumbai

Experience: 2-6 years

Education: Any Graduate

Job Summary:

The Executive/Senior Executive – Hotel Operations is responsible for delivering seamless support across booking operations, supplier coordination, and travel agent engagement. This role acts as a critical interface between travel agents, internal teams, and suppliers to ensure smooth processing of hotel bookings, timely resolution of queries, and effective handling of escalations. The incumbent is expected to have a strong understanding of the hotel booking platform, provide technical and operational assistance, and drive successful booking conversions by proactively managing pending or failed transactions. With a focus on service excellence, the role ensures high-quality support, efficient communication, and optimal outcomes for both agents and partners.

Job Responsibilities:

• Handle incoming and outgoing travel agents/ suppliers/ internal calls.
• Handle email communication with travel agents/ suppliers/ internal staff
• Help Travel agent/ internal staff for booking-related queries, amendments and escalations.
• Provide technical support to travel agents and resolve operational issues.
• Thorough understanding of the portal for the hotel product and ancillary services.
• Coordinate with suppliers for Confirmation, amendments, complaints, escalations.
• Negotiate best terms with suppliers for agent escalation cases.
• Handling pending/ failed bookings and ensuring conversions.
• Provide best-in-class quantitative and qualitative service to travel agents.

Required Skills & Qualifications:

• Bachelor’s degree in Hospitality, Travel & Tourism or a related field.
• 2–6 years of relevant experience in hotel operations, travel operations, or a similar role within the travel industry.
• Strong understanding of hotel booking platforms, travel portals, and ancillary services.
• Excellent verbal and written communication skills with the ability to manage multiple stakeholders (agents, suppliers, and internal teams).