Hybrid Hotel Member Support Specialist - Tier 1

The Leading Hotels of the World, Ltd; Lombardia; Hybrid; EUR 55,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Home office setup credit

Travel credit

Inclusive work environment

Flexible working

Job summary

The Leading Hotels of the World, Ltd. seeks a Specialist, Centralized Support in Milan to act as the primary contact for hotel member and customer inquiries.

You will triage, intake and resolve Tier 1 issues in Salesforce, routing complex cases to Loyalty, Distribution or other functions. You will spend most of your time managing the Hotel Member Support queue, while helping expand centralized intake to Loyalty and other inquiries.

Qualifications

• Minimum 2 years of experience in travel, hospitality, distribution or related hotel-support function.
• Experience supporting hotels or customers in global or luxury hospitality environment preferred.
• Hands-on experience with SynXis or another central reservation system and familiarity with GDS, OTAs, IDS or distribution interfaces preferred.
• High school diploma or equivalent; additional relevant technical training preferred.

Responsibilities

• Serve as the shared intake point for Hotel Member Support inquiries and expanding to Loyalty and other inquiries.
• Capture, categorize and prioritize requests in Salesforce Service Console; resolve Tier 1 inquiries and route Tier 2/3 as needed.
• Directly manage and resolve cases in the Hotel Member Support queue; route specialized cases to Distribution or other teams.
• Educate member hotels on system functionality and contribute to knowledge content for Tier 1 readiness.
• Meet SLAs and contribute to continuous improvement across centralized workflows, Salesforce, Genesys and self-service enhancements.

Skills

Case management

Salesforce

CRM tools

Customer service

Communication

Cross-functional collaboration

Education

High school diploma

Additional college coursework

Tools

SynXis

GDS

Salesforce Service Console

MS Word & Excel

Job description

The Leading Hotels of the World, Ltd. seeks a Specialist, Centralized Support in Milan to act as the primary contact for hotel member and customer inquiries.

You will triage, intake and resolve Tier 1 issues in Salesforce, routing complex cases to Loyalty, Distribution or other functions. You will spend most of your time managing the Hotel Member Support queue, while helping expand centralized intake to Loyalty and other inquiries.