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Guest Relations Specialist

2 months ago

South West London, United Kingdom Small Luxury Hotels of the World Full time
Small Luxury Hotels of the World - Customer Relationship Executive
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, managing, and closing cases.
  • Handling escalations from the HRCC team through 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 while providing 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 between SLH and the Hilton Team and summarizing outcomes.
  • Preparing partnership agreements for hotels via DocuSign.
  • Monitoring the shared inboxes for the SLH Hilton Partnership.
  • Working alongside the Hotel Services team to coordinate data, content, and images for launches 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 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 and monitoring revenue production.
  • Handling general administration tasks related to the Hilton Partnership.
Reporting Structure;
  • This pivotal role reports to the Director of Revenue Account Management.
Desired Skills and Experience;

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, with a strong ability to work independently.
  • 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, with a second language being advantageous.

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