PREFERRED HOTEL GRP Hiring for Coordinator, Customer Service at New Delhi Full Time

GENERAL SUMMARY

As part of the Preferred VIP Desk, the Customer Service Coordinator is responsible for the support of all aspects of VIP Desk operation which include, but are not limited to the following: I Prefer Guest Benefit Program (at least 25% of the time), Preferred Access, Preferred Platinum and other Luxury Consortia (Virtuoso, FHR, ALTOUR, Signature etc.), Preferred Residences, Preferred Golf Program, Preferred General Information Email box, Preferred Marketing Nights Sale Campaigns and any other programs as developed.

This position is responsible for email responses, call handling, tracking and reports preparation relative to the service.

ORGANIZATIONAL RELATIONSHIP

Under the general supervision of the Vice President, Customer Relations, the Customer Service Coordinator works with the Global VIP Desk Team, Revenue Account Management team, the Data Services Department, Travel Industry Sales and the Marketing Department.

DUTIES & RESPONSIBILITIES

A. Customer support for the I Prefer Guest Benefit Program. This includes responding to inquiries, answering emails and managing special requests (at least 25% of the time)

B. Assist with Top travel agency reservations and additional services requested as part of a guest stay such as upgrades, amenities, clearance of over sold dates, dinner reservations, etc.

C. Assist with VIP Desk reports preparation as assigned

D. Support specific PHG programs as outlined and developed (Preferred Access, Preferred Residences, Preferred Golf etc.).

E. Assist with Marketing Nights reservation support and tracking

F. Follow PHG processes for logging all inquiries, tracing for follow-up and resolution.

QUALIFICATIONS

• Excellent written and verbal skills in English. Written samples will be requested.
• Proficiency in Excel is required
• 2-3 years experience in a customer contact position
• Ability to manage multiple media simultaneously – phone, email, reservation system, web
• Highly organized
• Travel agency or hotel experience is preferred
• University degree or equivalent

WORKING CONDITIONS

Working from home in New Delhi.

PHG REQUIRED TRAINING

1. Orientation

2. Outlook training

3. Loyalty Management System, Voice Agent, Power BI and other tools as needed

4. Dynamics 365 training

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.