About this Operations Agent role at HBX Group
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
Job Summary
As a Travel Operations Agent, you will support travel agencies, tour operators, and suppliers throughout the pre-stay and reservation process. This role is responsible for handling booking-related requests, resolving operational issues, and ensuring smooth day-to-day operations.
You will work in a fast-paced environment that requires strong problem-solving skills, attention to detail, and the ability to manage multiple priorities while maintaining excellent customer service standards.
Job Responsibilities
Reservation Management
Monitor and manage reservations through online platforms.
Track booking progress and ensure timely resolution of issues.
Support the smooth operation of pre-stay activities and reservation processes.
Customer & Supplier Support
Provide support to travel agencies, tour operators, and suppliers via email.
Handle telephone communication for urgent or critical cases.
Deliver professional and timely customer service while maintaining strong relationships with stakeholders.
Operations & Problem Solving
Investigate and resolve routine operational issues.
Proactively identify and escalate complex cases when necessary.
Ensure operational processes are executed accurately and efficiently.
Required Skills
Strong customer service and communication skills.
Ability to work independently and take ownership of issues.
Problem-solving mindset with a proactive approach.
Strong organizational skills and attention to detail.
Ability to manage a high-volume workload in a controlled and balanced manner.
Team-oriented attitude and strong interpersonal skills.
Required Tech Skills
Good knowledge of Microsoft Office Suite.
Experience using Excel and Outlook.
Comfortable working with online reservation and operational platforms.
Strong digital literacy and ability to learn new systems quickly.
Qualifications & Experience
Previous experience in travel operations, travel agencies, tour operators, hospitality, or related fields.
Advanced or fluent English required.
Additional languages are considered an advantage.
Experience in customer-facing operational environments is preferred.
At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
