Lodging Support Team - Group Leader

About Us


Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.


Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.


We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.


We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.


In this Role, you’ll get to

• Manage daily team operations: Oversee staffing, scheduling, attendance, task assignments, and daily execution to ensure smooth and stable operations.

• Drive team performance and service delivery: Monitor KPIs, SLAs, productivity, quality, and service efficiency, and take action to improve results.

• Coach and develop team members: Conduct performance reviews, provide feedback and coaching, and support employee growth and capability building.

• Ensure service quality and compliance: Maintain high service standards, ensure adherence to SOPs and company policies, and handle quality monitoring and corrective actions.

• Improve processes and support operational changes: Identify service or workflow issues, propose improvements, and support new processes, system updates, and automation initiatives.

• Handle escalations and partner issues: Manage complex complaints, urgent cases, and hotel partner escalations with professionalism, ownership, and timely resolution.

• Collaborate with cross-functional stakeholders: Work closely with teams such as Training, Quality, WFM, Product, IT, HR, and Business teams to solve problems and support business goals.

• Build team culture and leadership pipeline: Promote company values, strengthen team engagement, identify high-potential talent, and support leadership and succession development.

What you'll Need to Succeed

• Bachelor’s degree or above, with experience in customer service, operations, merchant/vendor management, or related fields; travel, hotel, OTA, e-commerce, or BPO background is a plus.

• Proven ability to manage, coach, motivate, and develop teams, with prior team management experience preferred.

• Able to manage daily operations, handle complex issues, prioritize tasks, and adapt quickly in a fast-paced environment.

• Comfortable using operational data to track performance, identify issues, and provide actionable insights and presentations.

• Strong verbal and written communication skills, with the ability to collaborate across functions and influence outcomes effectively.

• Proficient in Microsoft Office and relevant operational tools;

Why Trip.com Group


We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made
What’s more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?


Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!


Find out more job opportunities at https://careers.trip.com



Have a good trip, and see you soon!