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The Leading Hotels of the World
The Leading Hotels of the World
201 – 500 Darbuotojai
KelionėsRinkodaraSvetingumo sektorius
The Leading Hotels of the World connects travelers with an independent collection of luxury hotels through its booking platform and Leaders Club loyalty program. The hospitality organization also provides member hotels with marketing and distribution services, while its editorial promotions showcase distinctive properties, wellness offerings, immersive stays, and exclusive travel experiences. Its work spans travel, hospitality, and marketing; the supplied profile does not specify hiring roles or open positions.
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Darbai įmonėje

Centralized Hotel Support Specialist

Triage hotel, loyalty and customer inquiries for The Leading Hotels of the World’s independent luxury hotel network. Resolve Tier 1 cases and coordinate specialist handoffs using Salesforce.

ITItalijaHibridinisVisas etatasJaunesnysis specialistasVidutinis lygisDiplomas nebūtinasPrivaloma Kalba: anglųKlientų aptarnavimas

Aprašymas

  • Manage shared intake for hotel member support, loyalty and customer inquiries.
  • Log, categorize and prioritize requests in Salesforce Service Console.
  • Resolve Tier 1 cases within documented procedures and authority.
  • Escalate specialized or complex cases through Tier 2 and Tier 3 channels.
  • Maintain accurate intake and stakeholder communication until the receiving team accepts a case.
  • Record case history, actions, supporting details and transfer reasons.
  • Handle assigned cases in the Hotel Member Support queue.
  • Conduct initial checks on hotel systems and distribution inquiries.
  • Support commercial programs, new member implementation and approved access requests.
  • Guide member hotels on system functions, loading standards and best practices.
  • Help develop knowledge articles, agent guidance and support materials.
  • Meet service level, productivity and quality targets.
  • Track recurring issues, routing gaps, rejected handoffs and root cause trends.
  • Help improve centralized workflows, Salesforce Service Console, Genesys, automation and self-service.
  • Work with Global Servicing, Loyalty, Distribution, CRM Product, IT, Marketing and other teams.

Reikalavimai

  • Working knowledge of hotel support, loyalty and customer service processes.
  • Familiarity with hotel distribution and reservation systems.
  • Strong troubleshooting and problem solving skills.
  • Ability to resolve issues within scope and escalate them appropriately.
  • Highly detail oriented and organized, with the ability to manage multiple cases, priorities and deadlines while meeting service level targets.
  • Clear, professional written and verbal communication skills.
  • Ability to assess requests, identify the responsible teams, retain ownership through handoffs and build stakeholder trust.
  • Comfort with CRM or case management tools; Salesforce Service Console and Genesys experience is preferred.
  • Proficiency in Microsoft Word and Excel.
  • English proficiency; additional languages are an advantage.
  • High school diploma or equivalent required.
  • At least two years of experience in travel, hospitality, distribution, reservation technology or a related hotel support role.
  • Experience supporting hotels or customers in a global or luxury hospitality setting is preferred.
  • Hands on experience with SynXis or another central reservation system is preferred.
  • Familiarity with GDS, OTAs, IDS or distribution interfaces is preferred.

Privalumai

  • Competitive salary and benefits package.
  • Annual incentive opportunity.
  • Home office setup credit of up to $500.
  • Travel credit of up to $500 to support employees’ interest in travel.
  • Collaborative and inclusive work environment.
  • Flexible working arrangements.
  • Hybrid schedule with remote work three days per week.

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