Hotel Support Consultant (Rotational Night Shift)

RoomRaccoon; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A hotel management company is seeking a Hotel Support Consultant in Cape Town. The role involves providing customer support via email and phone, ensuring client satisfaction and retention. Candidates must have at least 2 years of experience in a service-oriented role, with prior hotel or hospitality experience essential. This position offers equity, training benefits, and a performance bonus, along with a hybrid working model.

Benefits

Equity

Mac environment

Performance Bonus (Team-Based)

Formal Training budget

Annual Hotel experience

Qualifications

• 2+ years' experience in a service-oriented, technical or customer support role.
• Hotel (front desk/reservations) and/or hospitality experience.
• Excellent interpersonal skills, consistently amicable and responsive.

Responsibilities

• Provide professional, personalised responses to queries.
• Deliver world-class customer experience and meet engagement metrics.
• Work closely with internal teams to resolve client issues.

Skills

Fluent English

Customer support

Interpersonal skills

Technical proficiency

Job description

Title: Hotel Support Consultant / Hotel Care Consultant

Type: 6-month FTC > Permanent

Terms: Day Shift (Onsite - 8:00-17:00), then Night Shift (WFH - 15:00-23:59)

Location: Only considering applications-based in Cape Town, South Africa

Who are we?

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.

Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.

What do we need?

Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention.

As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively.

You will join a global team of customer service representatives and will be responsible for taking care of our North American, South African, UK & Ireland clients.

What will you be doing?

Customer Support

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.
• Deliver world-class customer experience by listening to hoteliers and being responsive to their needs, as well as going the extra mile to pre-empt future needs
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention

Retention and Service Recovery

• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them, with a goal to retain dissatisfied customers and turn them into promoters
• Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues

Requirements?

• Non-negotiable: Fluent English
• Has 2+ years' experience in a service-oriented, technical or customer support role
• Hotel (front desk/reservations) / and or hospitality experience (non-negotiable)
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
• Technical proficiency in working on different systems (training will be provided)

How to be successful as a Hotel Support Consultant

• Problem Solver – You anticipate roadblocks and proactively clear them
• Adaptable – You thrive in a fast-paced, ever-evolving tech environment
• Collaborative – You bring teams together to align on goals and get results
• Customer-Centric – You keep the needs of hoteliers at the core of every decision
• Persuasive Communicator – You inspire, influence, and close deals

Perks

• Equity
• Mac environment
• Performance Bonus (Team-Based)
• Formal Training budget
• Annual Hotel experience

RoomRaccoon Values

• Accountability
• Beat Yesterday
• Clock Speed
• Deals a Deal
• Empower Another

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!