Client Relations Specialist
4 weeks ago
Guest Support;
- Delivering outstanding customer service through various communication channels including phone, email, and chat.
- Addressing customer inquiries, complaints, and feedback promptly and professionally.
- Collaborating with internal departments to effectively resolve customer issues.
- Keeping precise records of customer interactions and transactions.
- Overseeing the GA lite system by reviewing, acting on, and closing cases.
- Managing escalations from the HRCC team through the GA lite system.
- Coordinating with hotels regarding guest complaints and inquiries.
- Administering the centralized process for Price Match Guarantee claims and liaising with hotels.
- Evaluating and validating PMG claims while providing necessary evidence for any invalid claims.
- Assisting hotelier inquiries related to the program and raising cases with the dedicated Hilton Team.
- Monitoring low-scoring Guest Surveys and collaborating with hotels and the Hilton team.
- Participating in regular meetings between SLH and the Hilton Team and summarizing discussions.
- Drafting partnership agreements for hotels via DocuSign.
- Overseeing the SLH Hilton Partnership shared inboxes.
- Working with the Hotel Services team to coordinate data, content, and images for launch and ongoing maintenance.
- Preparing and presenting weekly change reports to the Hilton Team.
- Conducting regular audits to maintain the Hilton setup in the SLH Central Reservation System.
- Reporting content discrepancies within the SLH CRS 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 monitoring and analyzing revenue production.
- Handling general administration tasks related to the Hilton Partnership.
- This pivotal role reports to the Director of Revenue Account Management.
The ideal candidate will possess:
- Experience in Front of House customer service and/or reservation/revenue roles within the hotel industry.
- The ability to understand and manage emotions for effective customer communication.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Confidence in addressing hotel-related complaints.
- A flexible approach to working hours to ensure project completion.
- High levels of organization and self-motivation, along with being a strong team player.
- A bachelor's degree and a minimum of 3 years of experience in the hotel industry, preferably in the luxury sector.
- Familiarity with SHS SynXis CR.
- Knowledge of PMS, CRS & GDS, and/or other travel distribution systems.
- Proficiency in Salesforce CRM.
- Competence in Microsoft Excel, with additional knowledge of Word and PowerPoint preferred.
- Fluency in English, with a second language being advantageous.
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