Captain 2

Company Description

About CREW
CREW is Swiggy's premium travel concierge, built to take the stress out of planning and traveling for busy professionals. Instead of leaving customers to stitch together flights, hotels, visas and on-ground logistics across five different apps, CREW brings it all into one place - backed by real people, powered by AI.

What sets CREW apart:

• Member-only hotel rates: Negotiated prices on domestic and international stays

• 24×7 on-trip assistance: A concierge that stays live from planning to landing

• Deep destination expertise: From the best activities to currency exchange to making the most of every day at the destination

• One stop shop: Hotels, flights, visas, trip planning, forex, cabs and insurance - all in one place, so there's no juggling five platforms for one trip

By combining human expertise with seamless service delivery, CREW lets customers focus on the reason they're traveling - work, family or leisure - while we handle the details before, during and after the trip.

Job Description

About the Role
We are looking for a Captain to join Trip Assist, CREW’s on-trip concierge. You’ll be the person
our travelers are actually talking to while they’re on their trip. When they want to know
tomorrow’s plan, need a dinner spot, or something goes wrong at the hotel, you’re the one who
answers, quickly, warmly and correctly.
You’ll be assigned parts of live trips. You’ll build and maintain the trip plans, keep travelers
informed through the trip, coordinate with hotels, DMCs, guides and vendors, and close every
trip properly once it ends. You’ll report to the Assistant Manager, Trip Assist, and work alongside
Senior Captains who lead trips end to end.
This is a hands-on, execution-heavy role. You’re measured on how fast and accurately you
respond, how smoothly the trip runs, and how the traveler rates the experience at the end.
We’re looking for someone who has been on the ground (or on the phone) while a trip was
actually happening, knows what breaks, and stays calm and quick when it does.

Key Responsibilities
● Build the trip plan: Put together an accurate day-by-day itinerary using our service
design. Confirm hotel bookings and research sightseeing, dining and activity options, so
every day of the trip is planned and timed.● Add thoughtful touches: Go beyond the template where it makes sense, like a local
food recommendation, a re-timed slot based on a group preference, or a fun activity that
isn’t on the standard list.
● Respond fast and well: Answer traveler queries within minutes, in simple, warm,
easy-to-read language. No walls of text.
● Make information visual: Turn plans into checklists, simple maps and neatly formatted
day plans so travelers can take them in at a glance.
● Flag escalations immediately: When something goes wrong (a room issue, a delayed
flight, a no-show vendor), raise it to the right person right away with full context: what
happened, photos, and the options you’ve already checked.
● Triage and suggest next steps: Judge how serious an issue is and come to your TL
with a possible solution, not just the problem.
● Coordinate with partners: Work with hotels, DMCs, guides, transport partners and
on-ground vendors so the trip runs the way it was promised.
● Follow every process, every time: Run the full trip process without missing a step,
including the end-of-trip NPS message, follow-ups, closing and exporting the chat, and
paying the guide. Don’t just mark a step as done; make sure it’s actually completed.
● Own the small stuff: Catch timing clashes or gaps in the itinerary and fix them yourself,
without waiting to be told.
● Use AI tools in your day-to-day workflow, and flag repetitive work that’s worth
automating.
● Be available for rotational shifts, including nights, weekends and peak season, so
travelers always have someone on the other end.

Qualifications

Required Skills & Qualifications
● Open to rotational shifts (5-day work week including weekends).
● 1-5 years of relevant experience in at least one of the following:
○ A concierge role (hotel, lifestyle or travel concierge)
○ Handling trips for travelers (trip management, tour coordination, travel desk)
○ On-ground travel operations (DMC, tour operator, ground handling, events or
group travel)

● Hands-on vendor coordination: you’ve held a hotel, driver or guide to a service standard
while the traveler was waiting.
● Fast, clear and warm written communication, especially over chat.
● Strong ops mindset, bias for action and high ownership.
● Attention to detail in itineraries: timings, bookings and logistics that add up.
● Genuine passion for travel and destination knowledge, with the taste to make a trip feel
special.

Additional Information

Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytes

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.