After Hours Hotel Support Specialist

Primary Purpose

To deliver exceptional service to customers on substantial loss assignments which require coordination of multiple departments and functions; to serve as a resource for all concierge functions and systems.

Essential Functions and Responsibilities

• Triages substantial residential and commercial property losses by assessing job needs and determining which contractor(s) will be assigned to the jobs.
• Serves as the point of contact for high net worth clientele.
• Responsible for booking and coordinating hotels.
• Captures and coordinates with other support departments to ensure seamless transactions for clients.
• Maintains oversight of the job throughout the entire process to ensure adherence to procedures of the referring client.
• Aids with folio and extensions as needed.
• Handles inbound calls and email communication.

Additional Functions and Responsibilities

• Performs other duties as assigned.
• Supports the organization's quality program(s).

Qualifications

• Education & Licensing: High school diploma or GED required. One (1) year of hotel or customer service experience or equivalent combination of education and experience required.
• Skills & Knowledge: Strong knowledge of concierge department systems and processes; Detailed knowledge of other support departments; Demonstrated ability to resolve issues and handle conflict; Detailed knowledge of managed repair strategies and processes; Demonstrated ability to work with other departments to accomplish objectives; Strong oral and written communication skills, including presentation skills; PC literate, including Microsoft Office products; Strong organizational skills; Excellent interpersonal skills; Ability to work independently or in a team environment; Ability to meet or exceed Performance Competencies; Bi-lingual English/Spanish a plus.