Coordinator, Global Servicing

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

Descrizione del lavoro

A luxury hotel group is seeking a Coordinator for Global Servicing, fluent in Italian, English, and French. This role involves managing hotel reservations and providing customer support, with a focus on achieving KPIs and maintaining high service standards. Ideal candidates should have a Bachelor's in a relevant field and prior customer service experience. Flexible working policies are available.

Competenze

• Fluent in Italian, English, and French, spoken and written.
• At least 2 years of customer service or related experience preferred.
• Experience in hospitality, travel, luxury, or international environments is a plus.

Mansioni

• Establish relationships with key stakeholders to meet performance standards.
• Achieve financial and operational KPI targets.
• Maintain high performance ratings on call and email observations.
• Develop extensive product knowledge about member hotels.
• Handle inquiries via phone, email, and instant messaging.
• Provide high-level travel consultancy and promote loyalty program.
• Address customer issues and ensure proper use of all corporate tools.

Conoscenze

Fluency in Italian

Fluency in English

Fluency in French

Strong organizational skills

Attention to detail

Ability to work collaboratively

Problem-solving skills

Formazione

Bachelor’s Degree in Hotel Management or related field

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 role based in Milan, Italy. We offer flexible workplace policies for candidates willing to travel 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, consumers, hoteliers) to meet performance standards.
• Achieve financial and operational KPI targets, including response time, conversion rate, NPS/CSAT scores.
• Maintain high performance ratings on call and email observations.
• Develop extensive product knowledge about member hotels to effectively represent and promote them.

Additional Responsibilities:

• Handle inquiries via phone, email, and instant messaging in Italian, French, and English, providing timely and professional service.
• Check availability, rates, policies, and descriptions of member hotels using the reservation system.
• Present features and benefits of the LHW brand and its hotels to convert reservations.
• Process special requests and manage follow-ups efficiently.
• Provide high-level travel consultancy and promote the loyalty program, The Leaders Club.
• Address customer issues, escalate when necessary, and ensure proper use of all corporate tools.
• Adhere to all policies, handle sensitive data securely, participate in meetings, and report on business metrics.
• Represent LHW at events and participate in hotel presentations and office visits.

This role may include other tasks and responsibilities as required by the company or applicable law.

Requirements & Experience:

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

Skills & Abilities:

• Strong organizational, prioritization, and attention to detail skills.
• Ability to work effectively in a fast-paced, global, collaborative environment.
• Ability to influence, build trust, and solve problems efficiently.

Note: The role may evolve, and additional tasks may be assigned as needed.