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Hotels Operations Specialist at Wego

Nasr City, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Hotel Reservations, Problem Solving, Professional Email Writing, Business English, Interpersonal Communication, Detail Orientation, Task Ownership, Collaboration, SLA Compliance

Industry

Travel Arrangements

Description

Job Summary The Hotel Operations Specialist is responsible for ensuring smooth booking experiences by managing client inquiries, resolving operational issues, and coordinating with suppliers and internal teams. The role requires strong customer service skills, attention to detail, and the ability to handle multiple tasks efficiently while maintaining service quality and client satisfaction. Key Responsibilities Customer-Facing Respond to customer inquiries via calls, emails, and offline requests promptly and professionally. Handle hotel reservations, booking changes, cancellations, and refunds. Manage high-value bookings and provide daily updates to premier agents. Resolve travel-related problems and complaints in a customer-centric manner. Maintain OPS team mailboxes and ensure SLA compliance. Supplier-Facing Coordinate with direct contracting and third-party suppliers to resolve booking issues. Notify agencies of incorrect rates or availability mismatches. Support Contracting & Business Development teams on book-outs, relocations, and guest complaints. Report recurring system issues and customer concerns for process improvement. General Attend training and departmental meetings as required. Contribute to team targets and operational KPIs. Ensure tasks are completed accurately and on time. Requirements Education: Bachelor’s degree in Tourism Studies, Hospitality Management, Business, or equivalent. Languages: Fluency in English is a must; additional languages are an advantage. Experience: 1–3 years in hotel reservations, OTA/TA/wholesale operations, or customer service. Skills: Business English, professional email writing, and detail orientation in bookings. Core Competencies Strong communication and interpersonal skills. Customer service orientation and problem-solving ability. Agility and flexibility in handling multiple priorities. Attention to detail and task ownership. Ability to collaborate effectively in a team environment.

Responsibilities

Manage hotel bookings, client inquiries, and operational issues while coordinating with suppliers to ensure service quality. Resolve travel-related complaints and maintain communication with premier agents and internal teams.