Coordinator, Global Servicing

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 world renowned collection of five star luxury hotels. You will collaborate with colleagues across the world to drive revenue growth and customer satisfaction.

This is a one year full time contract for an entry-level , individual contributor located in Milan, Italy . We offer flexible workplace policies that can accommodate candidates who are comfortable traveling to our office location 2 days a week. This is a five day a week job with working days between Monday and Saturday.

• Relationships : Establish relationships with key stakeholders (travel agents, direct consumers, and hoteliers) to achieve our purpose as well as maintain all performance standards.
• Performance : Achieve set financial and operational KPI targets, including but not limited to response time, conversion rate, NPS / CSAT score, etc.
• Quality : Consistently achieve exceptional performance ratings on call and email observations.
• Excellence : Achieve substantial product knowledge about member hotels to be their representative and ambassador while delivering high-value impact to their business.

Responsibilities :

• In Italian, French and English, handle phone calls, emails, and instant messages in an omni-channel framework, servicing current and potential customers and member hotels in a timely and professional manner.
• Check availability, rates, policies, room descriptions, and property features at member hotels through the Central Reservations System and related tools.
• Present features and benefits of the LHW brand and its member hotels during conversations with customers, leveraging skills and relationships to convert reservations.
• Process special requests related to confirmed bookings for added services such as prepayments, room configuration, etc.
• Maintain effective follow-up processes for pending requests, as well as offer efficient expectation management throughout all interactions with internal and external customers.
• Provide clients with high-level travel consultancy on hotel, destination, and itinerary suggestions.
• Promote, enroll, and renew memberships in the company’s loyalty program, The Leaders Club.
• Diffuse customer issues, being ready to engage with difficult situations and assess when to escalate to manager.
• Ensure proper usage of all corporate tools, such as the reservations system and the CRM platform.
• Maintain sound understanding and adherence to all LHW policies and procedures.
• Commit to safe handling of sensitive information and data, abiding by all security guidelines.
• Actively participate in team meetings and company conferences.
• File daily and monthly reports as requested to report out on business metrics across departments
• Attend member hotel presentations and office visits.
• Represent LHW at client events when needed.

Of course, this is just a sample of the work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at the company’s discretion, or otherwise applicable with local law.

Requirements & Experience :

• Fluent Italian, English and French, spoken and written.
• Bachelor’s Degree in Hotel Management, Tourism, Marketing, Business or similar.
• 2+ years of customer service or related experience preferred.
• Hospitality, travel, luxury, international experience preferred.
• Comfortable with Microsoft Office : Teams, Excel, Outlook, PowerPoint, SharePoint, Word.
• Salesforce Service Console and SynXis booking platform experience is an advantage but not required.

Skills & Abilities :

• Strong organization and prioritization skills, as well as attention to detail.
• Ability to work well in a fast-paced, global, and collaborative environment.
• Ability to influence and build trust both internally and externally.
• Efficient problem-solving skills and ability to make sound decisions.

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