Booking Operations Support Specialist

Fora•New York, NY

2d•$30•Remote

About The Position

We are seeking a proactive and customer-focused Booking Operations Support Specialist to join our support team. This role is essential for assisting travel advisors and liaising with hotels to resolve booking and rate-related issues. The ideal candidate is proficient in reading and writing English, has prior experience in the travel industry, and is eager to develop technical skills while supporting a dynamic team. This role reports to our Support Operations Lead and is well-suited for someone looking for flexible, contract-based work with consistent volume.

Requirements

Strong written and verbal communication skills in English. Ability to empathize with and assist advisors effectively.
Basic technical aptitude, with a willingness to learn how to navigate internal tools.
Problem-solving skills and the capacity to manage multiple support tickets in a fast-paced environment.
Experience working in the travel industry, or prior experience in a CX (customer experience) or semi-technical support role is a plus.

Responsibilities

Advisor & Hotel Communication:
Write empathetic and clear messages to advisors regarding their support tickets.
Compose concise and informative alerts to hotels if their rates aren’t loading in the Global Distribution System (GDS).
Occasionally initiate phone calls to hotels when advisors report issues with reservations.
Technical Support & Investigation:
Follow detailed instructions to search logs and use queries to locate hotel_reserve and hotel_rules logs. This will be taught as part of the onboarding.
Analyze logs to extract relevant rate information and identify discrepancies or issues affecting bookings.
Coordinate with hotels and internal teams to resolve issues such as:
Missing rates
Incomplete or confusing rate descriptions
Rates that do not match the hotel website
Promotions not reflected on the portal
Booking Coordination:
Forward booking details to advisors by accurately matching bookings to the corresponding advisor support tickets.
Continuous Improvement:
Collaborate with the booking platform team to suggest improvements in processes and technical solutions.
Demonstrate a willingness to learn and grow into more technically oriented roles.