Coordinator, Global Servicing

Are you passionate about Reservations & Customer Service with a keen interest in the hospitality industry? Are you fluent in Russian and English? As Reservationist, Global Servicing you will focus on customer and travel agent reservation and issue management.

This is a full-time hybrid position, located in Milan, Italy (in office twice a week).

Key Goals & Objectives:

• Establish relationships with key stakeholders (travel agents, corporate clients, direct consumers, and hoteliers), maintaining all performance standards:
  • Support overall revenue growth by achieving team revenue targets.
  • Meet operational performance goals including: speed to answer, conversion rate (number of requests/number of bookings).
  • Meet quality assurance and customer satisfaction goals, consistently achieving exceptional performance ratings on call and email observations.
• Incorporate LHW’s core values and objectives into routine and behavior.
• Achieve substantial product knowledge about member hotels in order to be their representative and ambassador.

Responsibilities:

• Handle calls, email, and WhatsApp requests by Travel Trade Agents and Direct customers (predominantly LHW Loyalty program members) residing within the territories of Russia, Ukraine and CIS, Eastern Europe and Israel, providing quotations for stay, making bookings and facilitating concierge services with hotels.
• Support Loyalty program members with booking hotels on certificate and paid nights.
• Provide variety of extra services for most valued customers through communication with hotel concierges.
• Handle customer complaints remediation.
• Support issuing invoices and provide closing documentations for travel agencies.
• File daily and monthly reports based on standards of LHW.
• Conduct weekly calls to former and current LC to motivate for bookings.

Requirements:

• Fluent in Russian, English (written, spoken)
• University degree
• Minimum 2 years experience in hotel or travel industry
• Knowledge of travel and hotel industry and understanding of the rate structure
• Understanding of luxury service standards
• Excellent listening, capability to handle stress situations and handle difficult cases
• Experience with upsell and cross sell
• Ability to multi-task and work on multiple requests effectively
• Team player with mind set to support colleagues
• Attention to detail
• Strong computer skills (MS Office)
• Comfortable with Microsoft Office applications: Outlook, Excel, Word, PowerPoint, SharePoint, Online Meeting tools (such as Microsoft Teams).
• Salesforce Service Cloud and WhatsApp experience is an advantage but not required.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• Competitive Salary and benefits package

• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel

• Opportunity to work in a diverse and dynamic environment
• Professional development opportunities
• Flexible working arrangements

About The Leading Hotels of the World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps – and beyond – explore, find inspiration, and experience unforgettable travel moments. For more information visit: Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.