Specialist centralized support

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8d234l

Overviewthe leading hotels of the world is looking for a specialist centralized support who will be the first point of contact for support inquiries from member hotels, customers and internal lhw teams. the role mainly manages and resolves cases in the hotel member support queue and supports the expansion of centralized intake to loyalty and other customer inquiries.key responsibilitiescapture, categorize and prioritize requests in salesforce service console following defined information requirements, service levels and routing rules.resolve tier 1 requests within documented procedures and route complex matters to tier 2/3 functions (loyalty, distribution, reservations, etc.) with complete documentation.maintain ownership of intake and stakeholder communication until the receiving team accepts the case.manage the hotel member support queue, perform initial checks on hotel systems and distribution inquiries, and route cases requiring distribution setup, connectivity changes or channel activation.support new member implementation, access requests (e.g., synxis ids, two-factor authentication) and system incident management.educate hotels on system functionality, standards and best practices through written guidance,



one-to-one support and webinars.meet slas, productivity and quality targets while ensuring a professional hotel-customer experience.identify recurring issues, suggest workflow improvements and contribute to knowledge articles, genesys automation and self-service enhancements.skillsworking knowledge of hotel support, loyalty and customer service processes.familiarity with hotel distribution and reservation systems.strong troubleshooting, problem-solving and detail-orientation.excellent written and verbal communication in english; additional languages are a plus.experience with crm/case-management tools such as salesforce service console and genesys (preferred).proficiency in microsoft word and excel.qualificationshigh school diploma or equivalent; further education or technical training preferred.minimum 2 years of experience in travel, hospitality, distribution, reservations or related support functions.experience supporting hotels or customers in a global or luxury hospitality environment is preferred.hands-on experience with synxis or another central reservation system and familiarity with gds/otas/ids is advantageous.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8d234l