Job Description
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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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Requirements
Eligibility Criteria Minimum 6 months of experience in US Collections (Mandatory) Hands-on experience with outbound US debt collection calls Strong working knowledge of FDCPA regulations Good communication and negotiation skills Graduates or Undergraduates with relevant experience may apply Mandatory Screening Questions Do you have a minimum of 6 months of experience in US Collections? Ideal Answer: Yes (Essential) Do you have working knowledge of FDCPA guidelines? Ideal Answer: Yes (Essential) Have you worked on outbound US debt collection calls? Ideal Answer: Yes (Essential) What is your current salary? Mandatory to disclose How to Apply Contact Person: Aman Kumar Contact Number: 8271273330 Interested candidates can DM directly or share references if someone in your network is looking for an opportunity in US Banking Collections.