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Client Relations Specialist

3 months ago

South West London, United Kingdom Small Luxury Hotels of the World Full time
Customer Relations Executive at Small Luxury Hotels of the World
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 departments to effectively resolve customer issues.
  • 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.
  • Communicating with hotels regarding guest complaints and inquiries.
  • Managing the centralized process for Price Match Guarantee claims and coordinating with hotels.
  • Reviewing and validating PMG claims while 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 collaborating with hotels and the Hilton team.
Program Management;
  • Participating in regular meetings with the Hilton Team and summarizing key points.
  • Preparing partnership agreements for hotels using DocuSign.
  • Overseeing the SLH Hilton Partnership shared inboxes.
  • Working alongside the Hotel Services team to prepare data, content, and images for launch and ongoing maintenance.
  • Generating and delivering weekly change reports to the Hilton Team.
  • Conducting routine 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 record of reservation discrepancies for commission reconciliation.
  • Ensuring all process documentation is current and accurate.
  • Regularly analyzing and monitoring revenue production.
  • Performing general administrative tasks related to the Hilton Partnership.
Reporting Structure;
  • This pivotal role reports to the Director of Revenue Account Management.
Desired Qualifications;

The ideal candidate will possess:

  • Experience in Front of House customer service and/or reservation/revenue roles within the hotel sector.
  • The ability to manage emotions and communicate effectively with customers.
  • Exceptional 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.
  • Highly organized and self-motivated, with a strong ability to work independently as well as part of a team.
  • 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.
  • Strong skills in Microsoft Excel, and preferably also in Word and PowerPoint.
  • Fluency in English and a second language is advantageous.