![Small Luxury Hotels of the World](https://media.trabajo.org/img/noimg.jpg)
Customer Relationship Executive
3 weeks ago
- 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.
- 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.
- This key role reports to the Revenue Account Management Team Director.
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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