Coordinator, Global Servicing

The Leading Hotels of the World, Ltd; Bologna; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A luxury hotel collection is seeking a Coordinator for Global Servicing in Bologna, Italy. The role focuses on hotel reservations and customer service across multiple languages, requiring fluency in Italian, English, and French. Candidates should have a relevant bachelor’s degree and preferably two years of customer service experience in the hospitality sector. This full-time position offers a dynamic work environment with opportunities for growth and development.

Competenze

• Fluency in Italian, English, and French, both spoken and written.
• At least 2 years of customer service experience preferred.
• Experience in hospitality, travel, or luxury sectors is advantageous.

Mansioni

• Establish relationships with travel agents and consumers.
• Achieve financial and operational KPIs.
• Maintain high-quality interactions via call and email.
• Develop extensive product knowledge about member hotels.
• Handle communications efficiently in multiple languages.

Conoscenze

Fluent in Italian

Fluent in English

Fluent in French

Strong organizational skills

Excellent influencing skills

Problem-solving skills

Formazione

Bachelor’s degree in relevant fields

Strumenti

Microsoft Office

Salesforce

SynXis

Descrizione del lavoro

Are you passionate about the hospitality industry with a keen interest in Reservations & Customer Service? Are you fluent in Italian, English, and French? As Coordinator, Global Servicing, EMEA, you will join LHW’s Customer Servicing Team to book hotel reservations and related services for travelers and travel agents across LHW’s collection of five-star luxury hotels. You will collaborate with colleagues worldwide to drive revenue growth and customer satisfaction.

This is a one-year full-time contract for an entry-level, individual contributor based in Milan, Italy. We offer flexible workplace policies for candidates comfortable traveling to our office twice a week. The role involves working five days a week, from Monday to Saturday.

Key Responsibilities:

• Establish relationships with travel agents, direct consumers, and hoteliers to meet performance standards.
• Achieve financial and operational KPIs such as response time, conversion rate, and NPS/CSAT scores.
• Maintain high-quality interactions through call and email observations.
• Develop extensive product knowledge about member hotels to effectively represent the brand.

Additional Responsibilities:

• Handle communications in Italian, French, and English via phone, email, and instant messaging, servicing customers and hotels efficiently.
• Check availability, rates, policies, and hotel details using reservation systems.
• Promote the LHW brand and its hotels, converting inquiries into reservations.
• Process special requests and manage follow-ups to ensure customer satisfaction.
• Provide travel consultancy and promote loyalty memberships.
• Handle customer issues professionally, escalating when necessary.
• Use corporate tools correctly and adhere to policies and security guidelines.
• Participate in team meetings, reports, and represent LHW at events.

Note: Responsibilities may evolve over time at the company's discretion or as required by law.

Requirements & Experience:

• Fluent in Italian, English, and French, both spoken and written.
• Bachelor’s degree in relevant fields.
• At least 2 years of customer service experience preferred.
• Experience in hospitality, travel, or luxury sectors is advantageous.
• Proficiency in Microsoft Office; Salesforce and SynXis experience is a plus.

Skills & Abilities:

• Strong organizational and prioritization skills with attention to detail.
• Ability to work effectively in a fast-paced, global environment.
• Excellent influencing and trust-building skills.
• Problem-solving skills and sound decision-making abilities.

This job posting is active and accepting applications.