Coordinator, Global Servicing

The Leading Hotels of the World, Ltd; Pescara; Ibrido; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading luxury hotel group is seeking a Coordinator for Global Servicing in Milan, Italy. This entry-level role requires fluency in Italian, English, and French. Responsibilities include booking hotel reservations, servicing customers, and achieving performance targets. Candidates should possess a Bachelor’s Degree in a related field and have a passion for hospitality. The position offers a one-year full-time contract with flexible working policies.

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 a plus.

Mansioni

• Establish relationships with travel agents and consumers.
• Meet financial and operational KPI targets.
• Handle calls, emails, and messages professionally.
• Check availability and process special requests.

Conoscenze

Fluent in Italian

Fluent in English

Fluent in French

Strong organizational skills

Problem-solving abilities

Formazione

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

Strumenti

Microsoft Office

Salesforce Service Console

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

Key Responsibilities:

• Establish relationships with key stakeholders (travel agents, direct consumers, hoteliers) to achieve performance standards.
• Meet financial and operational KPI targets such as response time, conversion rate, NPS/CSAT scores.
• Consistently achieve high performance ratings on call and email observations.
• Develop extensive product knowledge about member hotels to effectively represent and promote them.

Specific Duties:

• 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.
• Present the LHW brand and hotel features to convert reservations.
• Process special requests, including prepayments and room configurations.
• Follow up on pending requests 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, escalating when necessary.
• Use corporate tools properly and adhere to policies and security guidelines.
• Participate in team meetings, reports, hotel presentations, and client events.

Requirements & Experience:

• Fluent in Italian, English, and French, both spoken and written.
• Bachelor’s Degree in Hotel Management, Tourism, Marketing, Business, or related field.
• At least 2 years of customer service experience preferred.
• Experience in hospitality, travel, or luxury sectors is a plus.
• Proficiency with Microsoft Office; Salesforce Service Console and SynXis are advantageous.

Skills & Abilities:

• Strong organizational, prioritization, and attention to detail skills.
• Ability to work effectively in a fast-paced, collaborative environment.
• Strong influencing and trust-building skills.
• Problem-solving and decision-making capabilities.

Note: This role may include additional tasks and responsibilities that can change over time or as required by the company or local law.