Are you passionate about Reservations & Customer Service with a keen interest in the hospitality industry? As Reservationist, Global Servicing you will focus on customer and travel agent reservation and issue management.
This is a full-time position, located in Moscow, Russia (in office).
Key Goals & Objectives:
- Establish relationships with key stakeholders (travel agents, corporate clients, direct consumers, and hoteliers), maintaining all performance standards:
- Support overall revenue growth by achieving team revenue targets
- Meet operational performance goals including: speed to answer, conversion rate (number of requests/number of bookings)
- Meet quality assurance and customer satisfaction goals, consistently achieving exceptional performance ratings on call and email observations.
- Incorporate LHW’s core values and objectives into routine and behavior.
- Achieve substantial product knowledge about member hotels in order to be their representative and ambassador.
Key responsibilities:
- Handle calls, email, and WhatsApp requests by Travel Trade Agents and Direct customers (predominantly LHW Loyalty program members) residing within the territories of Russia, Ukraine and CIS, Eastern Europe and Israel, providing quotations for stay, making bookings and facilitating concierge services with hotels.
- Support Loyalty program members with booking hotels on certificate and paid nights.
- Provide variety of extra services for most valued customers through communication with hotel concierges.
- Handle customer complaints remediation.
- Support issuing invoices and provide closing documentations for travel agencies.
- File daily and monthly reports based on standards of LHW.
- Conduct weekly calls to former and current LC to motivate for bookings.
Requirements:
- Fluent in Russian, English (written, spoken)
- University degree
- Minimum 2 years experience in hotel or travel industry
- Knowledge of travel and hotel industry and understanding of the rate structure
- Understanding of luxury service standards
- Excellent listening, capability to handle stress situations and handle difficult cases
- Experience with upsell and cross sell
- Ability to multi-task and work on multiple requests effectively
- Team player with mind set to support colleagues
- Attention to detail
- Strong computer skills (MS Office)
- Comfortable with Microsoft Office applications: Outlook, Excel, Word, PowerPoint, SharePoint, Online Meeting tools (such as Microsoft Teams).
- Salesforce Service Cloud and WhatsApp experience is an advantage but not required.
Working schedule:
- 5 days a week / 9 hours per day, shifts starting at 10 am. Dute shifts on weekends / public holidays.
