Are you passionate about Reservations & Customer Service with a keen interest in the hospitality industry? Are you fluent in Russian and English? As Supervisor, Global Servicing, you will manage a team of three reservationists focused on hotel bookings and customer issue management for LHW's Russia and CIS based customers.
This is a full-time hybrid position located in Milan, Italy. Schedule will be 5 days a week, including some Saturdays.
Key Goals & Objectives: Carry out front line reservationist duties while supervising 3 direct reports; meeting the following performance goals across your team: Operational including: speed to answer, conversion rate (number of requests/number of bookings). Overall revenue growth by achieving regional team production target. Quality assurance and customer satisfaction goals, exceptional performance ratings on call and email observations. Establish relationships with key stakeholders (travel agents, corporate clients, direct consumers, and hoteliers). Oversee prioritization of workload across your reservationist team as aligned with Global Servicing and Sales strategy across clients and request types. Facilitate weekly check-in meetings with direct reports and monthly meetings with Sales team to align on progress. Work with Training Manager to ensure ongoing training related to regional strategy as well as Global Servicing procedures and routines are understood, documented, and adhered to by team. Prepare monthly reporting summarizing team's operational metrics. Achieve substantial product knowledge about member hotels in order to be their representative and ambassador. Incorporate LHW's core values and objectives into routine and behavior. Responsibilities: Handle calls, email, and WhatsApp requests by Travel Trade Agents and Direct customers (predominantly 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: Provide variety of extra services for most valued customers through communication with hotel concierges. Handle customer complaints remediation. Support issuing invoices and provide closing documentation for travel agencies. Oversee team of 3 (who are also responsible for the above). Filling daily and monthly reports based on standards of LHW. Provide needed supervision and support to direct reports. Meet regularly with Global Servicing strategic team (Managers and Director) to align on progress, raise any operational issues, brainstorm solutions. Requirements: University degree will be essential. Minimum 2 years' experience in hotel or travel industry (knowledge of the Russian and CIS Market is needed). Understanding of luxury service standards. Excellent communication skills, verbal and written Russian & English. 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 mindset 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, Tableau and/or WhatsApp experience is an advantage but not required. 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 with 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: www.lhw.com, 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.
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