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Job Title
Hotel Voice Executive – International Hospitality Process
Location
Gurgaon – Work From Office
Process Overview
International Hotel / Hospitality Voice Process supporting global customers with reservations, modifications, inquiries, and service-related requests while ensuring exceptional customer experience and revenue optimization through upselling.
Date of Joining (DOJ)
27th January
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Eligibility & Qualification Criteria
Education
* Undergraduate / Graduate in any discipline
Experience
* Minimum 6 months of International Voice Process experience
* Preferred Backgrounds:
o Hotel / Hospitality / Travel Voice Processes
o International Customer Service
o Sales / Upselling / Revenue-driven voice processes
Assessment Criteria (Mandatory)
* B2 Select – Quality Score 9
OR
* AMCAT Score: 65 or above
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Key Roles & Responsibilities
Customer Interaction
* Handle inbound and outbound voice calls from international customers
* Provide end-to-end assistance related to:
o Hotel reservations and confirmations
o Booking amendments, cancellations, and inquiries
o General hotel service information and policies
Customer Experience & Resolution
* Understand customer requirements and provide accurate, timely solutions
* Resolve customer issues and concerns in line with SOPs and SLAs
* Ensure high levels of customer satisfaction and first-call resolution
Sales & Revenue Contribution
* Identify upselling and cross-selling opportunities during customer interactions
* Promote room upgrades, additional services, and relevant hotel offerings
* Meet individual and team-based sales and quality targets
Quality & Compliance
* Maintain compliance with international quality standards and call protocols
* Follow data privacy, security, and customer information handling guidelines
* Achieve defined quality, productivity, and adherence metrics
Documentation & Systems
* Accurately document all customer interactions in CRM and booking systems
* Update reservation details and customer records as per process guidelines
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Work Schedule & Environment
* 5 days working
* Rotational shifts (including night shifts)
* 2 rotational weekly offs
* Work From Office – Gurgaon
* Both-side cab facility provided
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Compensation & Benefits
* Salary: Up to ₹30,000 in hand (based on experience, assessment scores, and interview performance)
* Exposure to international hospitality processes
* Stable work environment with defined growth opportunities
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Selection Process
1. HR Screening
2. AMCAT Assessment (Score ≥ 65 mandatory)
3. Operations / Client Round
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Ideal Candidate Profile
* Strong verbal communication skills in English
* Customer-centric mindset with sales orientation
* Ability to handle international customers professionally
* Comfortable working in rotational shifts and office environment
* Prior hospitality or hotel voice experience is a strong advantage
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