Client Relations Specialist

3 weeks ago


South West London, United Kingdom Small Luxury Hotels of the World Full time

Position Overview
The role of the Customer Relationship Executive is pivotal in enhancing the experience of our guests and maintaining strong partnerships with hotels.

About Us
Small Luxury Hotels of the World (SLH) represents a collection of independently spirited hotels that offer unique experiences to discerning travelers. Our mission is to connect guests with hotels that embody individuality, charm, and sophistication.

Key Responsibilities

  • Guest Support
    • Delivering outstanding customer service through various communication channels including phone, email, and chat.
    • Addressing customer inquiries, concerns, and feedback promptly and professionally.
    • Collaborating with internal teams to resolve guest issues efficiently.
    • Keeping precise records of customer interactions and transactions.
    • Overseeing the GA lite system by reviewing, managing, and resolving cases.
    • Handling escalated issues from the HRCC team via the GA lite system.
    • Coordinating with hotels regarding guest complaints and inquiries.
    • Managing the centralized process for Price Match Guarantee claims and liaising with hotels.
    • Reviewing and validating PMG claims, providing necessary evidence for invalid claims.
    • Assisting hotelier inquiries related to the program and coordinating with the dedicated Hilton Team.
    • Monitoring low scoring Guest Surveys and working with hotels and the Hilton team to address concerns.
  • Program Management
    • Participating in regular meetings with the Hilton Team and summarizing key points.
    • Preparing partnership agreements for hotels using DocuSign.
    • Monitoring shared inboxes related to the SLH Hilton Partnership.
    • Collaborating with the Hotel Services team to prepare necessary data, content, and images for launches and ongoing updates.
    • Generating and delivering weekly change reports to the Hilton Team.
    • Conducting audits to maintain the Hilton setup in the SLH Central Reservation System.
    • Reporting discrepancies in content to Revenue Account Managers and relevant Distribution Managers.
    • Maintaining a log of reservation discrepancies for commission reconciliation.
    • Ensuring all process documentation is current and accurate.
    • Regularly analyzing revenue production and performance.
    • Handling general administrative tasks related to the Hilton Partnership.
  • Reporting Structure
    • This role reports directly to the Revenue Account Management Team Director.

Desired Qualifications
The ideal candidate will possess:

  • Experience in Front of House customer service or reservation/revenue roles within the hotel sector.
  • Strong emotional intelligence to communicate effectively with customers.
  • Excellent verbal and written communication skills.
  • Robust problem-solving abilities and attention to detail.
  • Confidence in addressing hotel-related complaints.
  • A flexible approach to working hours to ensure project completion.
  • Strong organizational skills and self-motivation, with the ability to work collaboratively.
  • A bachelor's degree and a minimum of 3 years of experience in the hotel industry, preferably in luxury.
  • Familiarity with SHS SynXis CR.
  • Knowledge of PMS, CRS & GDS, and other travel distribution systems.
  • Proficiency in Salesforce CRM.
  • Strong skills in Microsoft Excel, and preferably also in Word and PowerPoint.
  • Fluency in English, with a second language being advantageous.


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