Business Support Agent

Job Location:
Avani Office


Minor Hotels is a global hospitality leader with over 600 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over five decades of experience, Minor Hotels has built a global network of hotel and hospitality brands driven by one key philosophy – we don’t need to be the biggest, but we do need to be the best.

Perpetually driven by an entrepreneurial spirit, we create better hospitality brands, businesses and partnerships. We do this because hospitality is our calling. We live and breathe it every day, always led by what matters most to our guests, our team members and our partners.

Joining Minor Hotels means becoming part of a truly international team, with real opportunities to grow, make an impact, and deliver what people truly want most.

The Business Support Agent (BSA) provides operational support and coordination for key business processes, including Best Price Guarantee (BPG), Data Subject Access Requests (DSAR), Property Information Updates, user training, and business support case management. The role acts as a central point of contact between hotels, Customer Contact Centres, and corporate stakeholders, ensuring timely issue resolution, data accuracy, compliance, and service excellence. The BSA also supports process improvement initiatives, knowledge management, system adoption, and operational reporting to enhance overall business efficiency and support organizational objectives.
KEY DUTIES AND RESPONSIBILITIES

Best Price Guarantee (BPG)

- Review, assess, and validate Best Price Guarantee (BPG) claims against approved policies, booking details, rate conditions, supporting evidence, and submission timelines.
- Coordinate with Hotels, Revenue Management, Reservation Agents, and other relevant stakeholders to investigate claims, communicate outcomes, maintain accurate documentation, and escalate exceptions when required.
- Ensure claims are resolved within agreed service levels, monitor recurring rate parity issues, and provide reporting or insights to support continuous process improvement.

Data Subject Access Requests (DSAR)

- Log and coordinate DSAR cases, including information checks, identity verification, data-owner follow-up, and deadline tracking.
- Coordinate with Corporate, Regional, Privacy, Compliance, and operational teams while handling personal information confidentially.
- Maintain complete records and escalate delays, unclear requests, risks, or potential data incidents.

Property Information Updates

- Review, validate, and update approved property information across relevant systems, platforms, databases, and knowledge management tools to ensure accuracy, consistency, and completeness.
- Coordinate with Hotels, Revenue Management, IT, and system owners to resolve discrepancies, obtain missing information, and ensure updates are implemented correctly and in a timely manner.
- Support hotel onboarding, system enhancements, and user access requirements by performing quality checks, maintaining update records, and ensuring compliance with established processes and standards.

User Training and Operational Guidance

- Deliver onboarding, refresher, system, process, and ad hoc training programs for Reservation Agents, Hotels, and other relevant stakeholders, ensuring users have the knowledge and skills required to perform their roles effectively.
- Develop, maintain, and continuously improve operational documentation, including SOPs, user guides, job aids, FAQs, process flows, knowledge articles, and training materials to support consistent ways of working across the Customer Contact Centre.
- Act as a subject matter expert for reservation-related processes and systems by providing operational guidance, supporting change implementation, identifying knowledge gaps, and collaborating with Training & Quality and other stakeholders to drive continuous learning and performance improvement.

Zendesk B2B and B2C Operational Support

- Manage and support B2B and B2C operational requests through Zendesk, acting as a central point of coordination for guests, hotels, travel agents, corporate clients, loyalty members, regional and corporate offices, and other business partners.
- Process and coordinate customer and business support activities in accordance with approved procedures, including profile management, reservation-related requests, membership services, service recovery cases, and other assigned operational tasks.
- Ensure requests are resolved accurately and within agreed service levels through effective stakeholder collaboration, clear communication, case documentation, issue escalation, and continuous improvement of support processes.

Reservation, Systems and Business Support

- Act as an escalation point for Reservation Agents on complex bookings, system questions, and operational procedures.
- Maintain working knowledge of OPERA Cloud Central and relevant systems; support data quality and coordinate technical issues with IT and system owners.
- Prepare assigned operational reports and presentations covering Customer Contact Centre (CCC) productivity, call quality, Messaging, MH Flow, KPIs, audit results, cases, and performance.
- Maintain trackers and give Management visibility of volumes, turnaround times, risks, and improvement opportunities.
- Provide administrative and project support to Business Support Management and communicate effectively across departments and regional Hotels.

Stakeholder Coordination and Operational Support

- Collaborate with key stakeholders to support daily operations.
- Maintain accurate operational data and documentation.
- Prioritize requests, follow up, and escalate issues as required.
- Identify opportunities to improve processes, systems, and service quality.
- Support assigned reporting, coordination, and project activities.
- Perform other duties as assigned by the Manager.

Qualifications

- Bachelor’s degree in Business, Hospitality, Information Systems, or a related field.
- 1-3 years of experience in business support, customer service, project coordination, knowledge management, or related functions.
- Proficient in Microsoft Office applications (Excel, PowerPoint, PowerPivot, and Teams). Experience with Learning Management Systems (LMS), knowledge management platforms, and learning material development is an advantage.
- Strong communication, organization, and stakeholder coordination skills.
- Detail-oriented with strong analytical, problem-solving, and documentation skills.
- Experience with Zendesk, Help Center administration, knowledge management platforms, or customer service systems is an advantage.
- Interest in digital transformation, automation, AI-enabled business solutions, and continuous improvement initiatives.
- Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment.

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