Lodging Service Associate, Greek / English Speaker (6 months FTC)
Expedia Group is currently looking for motivated individuals with a bias to action and who have an obsession for customer satisfaction to join our Lodging Service Operations Team.
In this position, you will focus on supporting providing inbound and outbound support to our hotel partners by resolving requests submitted by partners and internal teams.
You will focus on the onboarding process of new hotel partners on our platform and on maintaining property content on our branded websites.
By putting yourself in the shoes of the lodging partner, you will help them attract travelers and realize more opportunities to increase revenue.
You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a clear, rapid, competent support experience.
Dedicated and empathic when dealing with lodging partners, you will work closely with other departments to ensure the best resolution at first contact with partner.
What you'll do :
Create new property content and perform ongoing maintenance of property content by capturing and confirming data about property amenities, on-site services and contact information
Ensure that product is complete and competitive; including room types, rate plans, rates and availability
Edit existing property content in English, including paragraphs, amenities and photos; address change requests and clarifying details when necessary
Assign star ratings within criteria guidelines and categorizing by themes and structure types
Make decisions and apply content appropriately following defined guidelines, processes, classifications and standards
Acquire photos through web scraping and contacting partners; moderate and load photos
Educate lodging partners on tools and processes that will optimize their product on our sites and encourage them to self-serve own maintenance needs
Provide accurate responses with a positive attitude and excellent service-oriented behavior
Respond to inquiries or requests of inventory management and data entry, including calling partners to resolve current and future issues
Ensure new and / or updates to existing room types and rate plans, rate plan linkage, rate acquisition, pricing model changes, promotions and rate rules are uploaded properly
Collaborate with internal teams to address critical & complex hotel partner issues
Proactively raise systemic issues and process gaps via the appropriate escalation paths
Offer financial transaction support (disputes, questions, etc.) to partners across multiple account models when necessary
Administering accounting related processes, including accounts payable inquiries from lodging partners when necessary
Might assist in processing bulk update requests when necessary
Empower hotel partners to self-serve or proactively address issues in their property set-up
Perform additional tasks associated with test and learns, content or process improvement as assigned
Who you are :
Proficient in English; additional languages (Italian / French) are a bonus
Experience in a customer service-oriented industry (Hotel or Travel industry experience is a plus)
Computer literate : You're comfortable with the internet, computer usage and web-based application skills
Experience with Microsoft Office products and various call center support programs
Familiar with accounting terms and further financial operations will be an asset
Strong ability to adapt to changes, learn new processes and systems quickly