EXPERIENCE : 1–3 years in reservations, hospitality, travel or customer support
REPORTS TO : Reservations Manager
THE ROLE
As a Zobu, you are the voice of Zostel. You're the first person a traveller talks to before they book — over chat, call, email, or DM — and the person who makes sure their booking actually turns into a great trip. You'll juggle inbound queries across multiple channels, convert them into reservations, and keep our properties looped in so guests have nothing to worry about when they arrive.
This is a sales role with a hospitality soul. Targets matter. So does warmth.
WHAT YOU'LL DO
Handle inbound reservation queries across phone, WhatsApp, email, Instagram DMs and live chat — fast, friendly, accurate.
Convert enquiries into confirmed bookings. Own your conversion rate, daily targets and revenue contribution.
Manage reservations across OTAs (Booking.com, MakeMyTrip, Goibibo, Agoda, Airbnb) and the Zostel direct channel.
Upsell room categories, F&B add-ons and Zo Trips experiences without being pushy.
Coordinate with property teams on group bookings, special requests, early check-ins and exceptions.
Resolve booking modifications, cancellations and refunds within policy — and escalate the right ones.
Keep CRM and PMS records spotless. Garbage in, garbage out.
Spot patterns — recurring questions, friction points, missed opportunities and flag them to the team.
Pick up the slack during peak season weekends and long-weekend rushes.
YOU'LL THRIVE HERE IF YOU
Have 1–3 years of experience in reservations, front office, hospitality, travel sales, or BPO/customer support (travel domain preferred).
Communicate cleanly in English and Hindi — written and spoken. A third Indian language is a plus.
Are comfortable on calls. You don't ghost. You don't stutter under pressure.
Know your way around OTAs, channel managers (eZee, STAAH, RateGain) or PMS tools — or can learn them in a week.
Are basic-to-comfortable on Google Sheets / Excel. Pivot tables don't scare you.
Have a sales instinct. You spot the upsell without losing the warmth.
Are organised, calm under volume, and obsessive about follow-through.
Actually like travel and travellers. This shows in 30 seconds on a call.
BONUS POINTS
You've worked in a hostel, hotel chain, or travel startup before.
You've handled rotational shifts including weekends and holidays.
You speak a regional language relevant to a Zostel destination.
You travel. A lot. And you have opinions about it.
WHAT WE OFFER
Competitive salary plus performance-linked incentives tied to conversions and revenue.
Stay credits across 100+ Zostels, Zostel Plus, Zostel Homes and Zo Selections.
A young team that ships fast and celebrates faster.
Real ownership from day one — no babysitting, no hand-holding.
Growth paths into Senior Reservations, Revenue, Operations, or Trips.
Summary
Zostel is on the lookout for a sharp, warm and street-smart Zobu — the heartbeat of our Central Reservations team. If you love people, hate boring days, and get a kick out of turning a quick chat into a booked trip, this one's for you.
