Coordinator, Global Servicing

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

Descrizione del lavoro

A prestigious luxury hotel group is seeking a Coordinator, Global Servicing to join their Customer Servicing Team in Milan. This role involves booking hotel reservations and providing exceptional customer service in Italian, English, and French. Candidates should have a relevant bachelor's degree, strong organizational skills, and a background in customer service, preferably in hospitality or travel. This is a full-time, one-year contract with flexible workplace policies.

Competenze

• At least 2 years of customer service or related experience preferred.
• Experience in hospitality, travel, luxury, or international contexts is advantageous.

Mansioni

• Establish relationships with key stakeholders to meet performance standards.
• Achieve financial and operational KPI targets.
• Handle calls, emails, and messages in multiple languages.
• Manage customer expectations effectively.
• Report on business metrics and attend hotel presentations.

Conoscenze

Fluent in Italian

Fluent in English

Fluent in French

Organizational skills

Ability to work in a fast-paced environment

Problem-solving skills

Formazione

Bachelor’s Degree in Hotel Management, Tourism, Marketing, Business, or similar

Strumenti

Microsoft Office Suite

Salesforce Service Console

SynXis booking platform

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, accommodating candidates who are comfortable traveling to our office two days a week. The role involves working five days a week, from Monday to Saturday.

Responsibilities:

• Establish relationships with key stakeholders (travel agents, direct consumers, hoteliers) to meet performance standards and achieve our purpose.
• Achieve set financial and operational KPI targets, including response time, conversion rate, NPS/CSAT scores, etc.
• Consistently attain high performance ratings on call and email observations.
• Acquire substantial product knowledge about member hotels to effectively represent and promote their offerings, delivering high-value impacts.

Key Tasks:

• Handle calls, emails, and messages in Italian, French, and English, servicing customers and hotels professionally and promptly.
• Check availability, rates, policies, and hotel features via the Central Reservations System and related tools.
• Present the features and benefits of the LHW brand and its hotels, leveraging skills to convert inquiries into reservations.
• Process special requests such as prepayments and room configurations.
• Maintain follow-up processes and manage customer expectations effectively.
• Provide travel consultancy on hotels, destinations, and itineraries.
• Promote and renew memberships in The Leaders Club loyalty program.
• Handle customer issues, including difficult situations, and escalate when necessary.
• Use corporate tools properly, including reservation systems and CRM platforms.
• Adhere to all policies and security guidelines for sensitive information.
• Participate actively in team meetings and conferences.
• Report on business metrics regularly and attend hotel presentations and client events.

This role may involve additional tasks and responsibilities, which may change over time or as per company discretion or local law.

Requirements & Experience:

• Fluent in Italian, English, and French, both spoken and written.
• Bachelor’s Degree in Hotel Management, Tourism, Marketing, Business, or similar.
• At least 2 years of customer service or related experience preferred.
• Experience in hospitality, travel, luxury, or international contexts is advantageous.
• Proficient in Microsoft Office Suite: Teams, Excel, Outlook, PowerPoint, SharePoint, Word.
• Experience with Salesforce Service Console and SynXis booking platform is a plus but not required.

Skills & Abilities:

• Strong organizational and prioritization skills with attention to detail.
• Ability to work effectively in a fast-paced, global, and collaborative environment.
• Ability to influence and build trust internally and externally.
• Problem-solving skills and sound decision-making abilities.

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