Hotel Operations and Reservations Manager

2 weeks ago

Nasr City, Egypt Wego Full time

**About Wego**:
Wego is part of the Wego Group, which includes Wego, Book on Wego, ShopCash, and WegoPro. We’re a team of travel lovers building products that make booking and managing travel simpler and more rewarding. Everyone here is passionate about making travel better for users across the globe — and we’re growing fast.

**About the Role**:
We're looking for an experienced **Operations Manager** to lead our online and offline booking operations across WegoBeds and Book on Wego Hotels (BOWH). This role is critical in ensuring our customer support and booking operations meet the highest standards for both B2B and B2C clients, while maintaining strong relationships with partners and suppliers.

**What You’ll Be Doing**:
**Online & Offline Operations**:

- Oversee daily operations of WegoBeds and BOWH customer support teams.
- Ensure seamless booking experiences across leisure, religious, and corporate travel.
- Handle VIP bookings and special customer requests.
- Manage inbox workflows, escalations, and operational prioritization.
- Resolve supplier issues, oversee payment flows, and implement book-out guidelines.
- Support the team during high-volume periods, making decisions in time-sensitive situations.

**Leadership & Process Improvement**:

- Lead and motivate the operations team to meet SLAs and KPIs.
- Conduct regular syncs with Sales, Finance, Sourcing, and external partners.
- Support HR in staffing, performance reviews, and team development.
- Own monthly reporting, team rota, and leave planning.
- Drive improvements in workflow, ticket management, and client experience.
- Manage transition of online bookings to shared processing centers (DC Share).

**Customer Satisfaction & Quality Assurance**:

- Monitor performance metrics, customer satisfaction, and support outcomes.
- Handle escalations and proactively implement corrective actions.
- Maintain clear documentation and ensure continuous improvement initiatives are in place.

**What You’ll Need**:

- 7-10 years of experience in online/offline operations within travel, OTA, wholesale, or hospitality sectors.
- Strong experience in hotel reservations (including packages, transportation, and excursions).
- Hands-on familiarity with cloud-based support tools, third-party supplier systems, and escalation protocols.
- Proven leadership in managing multi-channel operations and cross-functional teams.

**Qualifications**:

- Bachelor’s degree in Tourism, Hospitality, or a relevant field.
- Excellent written and spoken English (additional languages a plus).
- Strong documentation, coordination, and business communication skills.

**Who You Are**:

- A self-starter with strong ownership and a bias for action.
- A team player who leads by example and communicates clearly.
- Customer-obsessed and quality-driven.
- Agile, adaptable, and solutions-oriented under pressure.

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