Service Specialist

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What is this role about?

This role is all about making sure guests have a great stay at OYO hotels.

As a Service Specialist, you will regularly visit OYO hotels, work closely with hotel owners and staff, and ensure service quality is maintained. Your work directly impacts guest satisfaction, hotel ratings, and repeat bookings.

This is a field-based role, not a desk job.

Important to know upfront:

You will be required to travel daily and visit around 45 hotels per day within your assigned area.

What will you do in this role?

Guest Experience & Satisfaction:

Check guest feedback, ratings, and reviews regularly

Identify issues faced by guests and take steps to fix them

Work towards improving guest satisfaction and online ratings

Hotel Quality & Operations:

Physically visit hotels to check cleanliness, maintenance, and overall quality

Ensure OYO service and brand standards are followed

Support hotel owners in fixing operational gaps

Staff Training & Support:

Train hotel staff on OYO service standards and guest handling

Help staff understand OYO processes and expectations

Guide them to deliver better service consistently

Coordination & Issue Resolution:

Act as a link between hotel owners and OYO internal teams

Handle guest and hotel escalations calmly and professionally

Ensure faster resolution of issues on the ground

Performance Tracking & Improvement:

Track guest ratings, NPS, and service-related KPIs

Use data and on-ground observations to improve performance

Who can apply?

Graduates (Hospitality background is a plus, not mandatory)

Candidates comfortable with field work and daily travel

Strong communication and problem-solving skills

Ability to manage multiple hotels and priorities

Comfortable working on weekends or holidays if required

In simple words:

You will go to hotels every day, support hotel staff, solve problems, improve service quality, and ensure guests leave happy.