Job Description

Overview : Py Olliv is expanding its premium yet affordable hospitality ecosystem across India. We are looking for dynamic and driven individuals to join our team as Customer Support Executives Hotel Onboarding (OTA). This role involves assisting property owners through the onboarding process, resolving queries, and ensuring a seamless transition to the Py Olliv platform. Roles & Responsibilities: 1. Hotel Onboarding & Registration Assistance - Guide hotel owners through the complete onboarding process. - Collect, verify, and validate hotel information, including: - Business licenses, tax details, and legal documents. - Property details (address, amenities, policies, pricing). - Banking and payment information for commission settlements. - Assist hotels in setting up their profile by: - Uploading high-quality images and descriptions. - Configuring room types, availability, and rate plans. - Setting up cancellation and refund policies. 2. Customer Support & Issue Resolution - Act as the first point of contact for hotel owners, addressing queries related to: - Account setup and login issues. - Payment disputes and commission deductions. - Booking and cancellation policies. - Technical issues with the platform (dashboard, API, channel manager). - Handle inquiries via email, phone, live chat, and CRM tools. - Escalate unresolved concerns to relevant departments (Tech Support, Operations, Finance). 3. Training & Education for Hotel Partners - Conduct training sessions on: - Using the OTA dashboard for managing rates and inventory. - Optimizing listings with competitive pricing and promotions. - Improving hotel visibility through marketing campaigns. - Guide hotels on best practices to increase bookings and guest satisfaction. - Provide webinars, video tutorials, and documentation for self-learning. 4. Performance Monitoring & Partner Success Management - Track hotel performance (bookings, reviews, guest satisfaction). - Identify low-performing hotels and suggest improvements, such as: - Updating images and descriptions. - Adjusting pricing strategies based on market trends. - Running promotional offers or discounts. - Encourage hotels to participate in marketing and loyalty programs. - Assist in handling negative reviews and guest complaints. 5. Compliance & Policy Enforcement - Ensure hotels adhere to Py Ollivs platform policies and quality standards. - Monitor fraudulent activities, fake bookings, and unauthorized listings. - Educate hotel partners about fair pricing, refund policies, and guest protection guidelines. - Conduct audits and remove non-compliant or underperforming properties if necessary. 6. Collaboration with Internal Teams - Work with the Sales Team to ensure smooth partner acquisition. - Coordinate with Tech Support to resolve API integration and system issues. - Collaborate with Marketing Teams to promote new hotels and increase bookings. - Provide feedback to Product Teams to improve platform usability and features. 7. Upselling & Retention of Hotel Partners - Encourage hotels to upgrade to premium services (e.g., sponsored listings, ads). - Assist in contract renewal and encourage long-term engagement with the platform. - Identify potential partners for exclusive deals and strategic partnerships. 8. Reporting & Documentation - Maintain records of interactions, onboarding progress, and support tickets in CRM. - Generate reports on: - Number of hotels onboarded per month. - Common issues and resolution time. - Partner satisfaction scores. - Provide data-driven insights to improve customer support processes. - Key Performance Indicators (KPIs) Onboarding Completion Rate Percentage of successfully onboarded hotels. Response & Resolution Time Average time to resolve hotel partner queries. Hotel Partner Satisfaction Score – Feedback and ratings from hotel owners. Revenue Contribution – Increase in bookings due to onboarding efforts. Policy Compliance Rate – Percentage of properties adhering to OTA standards. Preferred Experience & Skills Prior experience in roles such as Franchise Development Executive, Customer Relationship Executive, Loan Enrolment Officer, Insurance Advisor, or Property Sales Executive hotels sales is preferred. Experience in B2B field sales, property acquisitions, real estate onboarding, hotels, franchise development, or financial services client onboarding is a strong plus. Strong interpersonal and communication skills. Self-driven with a target-oriented mindset. Proficiency in local languages and English. Willingness to travel locally for meetings and property visits. Basic knowledge of CRM tools or Excel for reporting. Qualifications : Graduate in any stream. Preference for candidates with experience in hospitality, real estate, franchise development, or customer relations. How to Apply: Interested candidates should submit their resume and cover letter to support@pyolliv.com . Contact: HR-7305418309 .