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Hotel and Field Support Specialist

2 weeks ago

Mumbai, Maharashtra, India beBeeCustomerSupport Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Summary:

The Global Hotel and Field Support Analyst is responsible for providing quality hotel and field support by analyzing inquiries received via automated ticketing sources, telephone calls, and email tracking each request through a project database.

This individual will assume ownership of a region/territory of hotels and assist with multi-system support and multi-connected channel sources, as well as troubleshooting reported application/system interface issues.

The role focuses on delivering excellent customer service through accurate and efficient inquiry resolutions.

Key Responsibilities:
  • Deliver excellent, high-quality customer service and system support.
  • Provide first-level telephone, email, and other media contact support for hotels, colleagues, and third-party service providers.
  • Document interactions, incidents, and resolutions within the project database.
  • Takes ownership and responsibility of issues from start through resolution.
  • Use problem-solving skills to troubleshoot daily challenges.
  • Identify process and document improvement opportunities and work with supervisory staff to take action and implement change.
  • Develop effective, quality working relationships with other departments, groups, and personnel.
  • Maintain system and program knowledge to provide accurate information and efficient customer service.
Required Skills and Qualifications:
  • Previous experience working in a hotel or in the hospitality industry is preferred.
  • High School diploma (or equivalent).
  • Basic experience with Microsoft Office applications.
  • Minimum 12 months experience with the Hyatt reservation system, Reserve, is preferred.
  • Good communication skills (oral, written, and listening).
  • Strong time management and prioritization skills.
  • Ability to adapt and flex to new pressures and priorities.