Hotel Account Specialist

Role Responsibilities

• Managing hotel relationships within the network
• Conducting Onboarding Training for newly sourced vendors
• Reviewing/confirming contractual terms and conditions with management or staff
• Creating portal logins for vendors
• Selling Corpay optional programs when necessary
• Providing support on Web CheckINN Portal
• Conducting or reviewing training with vendors as needed
• Responsible for Payment Solutions for each vendor
• Resolving Customer disputes and handling accordingly
• Having the ability to de-escalate calls
• Handling customer service complaints by providing solutions, often within a time limit to ensure the customer is satisfied
• Learning to identify customer needs or desires to recommend the appropriate product or service
• Resolving compliance concerns and resolve accordingly
• Aiding in billing reconciliation for vendors
• Making outbound calls to assigned Region
• Assisting in making CLC hotel reservations for customers
• Communicating methods required either via phone or email to vendors
• Covering front office reception as needed
• Maintaining Excel spreadsheets to perform job tasks
• Performing shop calls of vendors
• Performing other duties or Special Projects as assigned by the Customer Focus Group Director and/or Vice President of Lodging

Qualifications & Skills

• 1+ years of experience with customer service or hotel front office preferred
• Proficient with Microsoft Word and Excel
• Communication skills like a pleasant demeanor and ability to work with multiple personalities
• Attention to detail to be able to provide written communication to vendors
• Patience to be able to stay calm in an intense environment
• Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
• Able to maintain a high level of confidentiality
• Adaptability and flexibility in order to deal with different customers and needs in a short period of time
• The need to be focused, detail-oriented, and self-motivated
• Superior verbal and written communication skills; excellent interpersonal skills
• Able to work well in a team environment