Customer Relationship Executive

3 weeks ago

South West London London, London, United Kingdom Small Luxury Hotels of the World Full time
Hilton Partnership Customer Relations ExecutiveGuest Assistance;
  • Providing exceptional customer service via phone, email, and chat communication channels.
  • Handling customer inquiries, complaints, and feedback in a professional and timely manner.
  • Collaborating with various departments within the company to resolve customer issues effectively.
  • Maintaining accurate records of customer interactions and transactions.
  • Managing the GA lite system by reviewing, actioning and closing cases.
  • Handling escalations from the HRCC team via GA lite system.
  • Liaising with hotels on all guest complaints / queries.
  • Managing centralised process for Price Match Guarantee claims and liaising with hotels.
  • Reviewing and validating PMG claims and providing evidence and supporting documentation for invalid claims.
  • Supporting hotelier queries relating to the programme (such as credit card queries) and raising cases with dedicated Hilton Team.
  • Monitoring low scoring Guest Surveys and liaising with hotels and Hilton team.
Programme Administration;
  • Attending regular meetings between SLH and Hilton Team and summarising meeting
  • Preparing the hotels partnership agreements via DocuSign.
  • Monitoring the SLH Hilton Partnership shared inboxes.
  • Working with Hotel Services team, co-ordinating the preparation of the data, content and images required for launch and delivery to Hilton Team as well as the ongoing maintenance of joiners and leavers.
  • Preparing and delivering weekly change reports to Hilton Team.
  • Conducting regular audits required to maintain the Hilton set up in the SLH CRS.
  • Reporting content discrepancies within the SLH Central Reservation system to Revenue Account Managers and relevant Distribution Manager.
  • Maintaining a log of reservation discrepancies for commission reconciliation.
  • Responsible for keeping all process documentation up to date.
  • Regularly monitoring and analysing revenue production.
  • General administration related to the Hilton Partnership.
Reporting Lines;
  • This key role reports to the Revenue Account Management Team Director.
Desired Skills and Experience;

The ideal candidate will;

  • Have Front of House customer service experience and/or reservation/revenue experience in the hotel industry.
  • Be able to understand and manage emotions to effectively communicate with customers.
  • Have excellent communication skills, both verbal and written.
  • Have strong problem-solving skills and attention to detail.
  • Be confident and able to speak to hotels, regarding complaints.
  • Have a flexible approach to working hours to ensure completion of projects.
  • Be highly organised and self-motivated, be a great team player with a strong ability to self-manage.
  • Preferably be qualified with a bachelors degree and with at least 3 years experience in the hotel industry (ideally within the luxury sector.)
  • Have a working knowledge of SHS SynXis CR.
  • Have good knowledge of PMS, CRS & GDS and/or other travel distribution systems.
  • Have good knowledge of Salesforce CRM
  • Have good knowledge of Microsoft Excel, and preferably also Word and PowerPoint
  • Be fluent in English and with a second language (preferable)

AMRT1_UKCT

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