Offer summary

Qualifications:

Strong background in customer service and communication, ideally within the travel industry., Excellent attention to detail and strong communication skills, both written and spoken., Professional attitude with a team-oriented approach and a passion for customer service., Previous experience in the luxury travel industry is desirable..

Key responsabilities:

Promptly respond to inquiries from B2B partners and the Hyatt GPGS team through various channels.

Proactively reach out to partners and hoteliers regarding queries or requests before, during, and after stays.

Handle the full sales and service cycle for B2B partners, achieving personal and team sales targets.

Serve as a brand ambassador, reinforcing the company's personality and values while managing various partner requests.

Job description

Organization- Mr And Mrs Smith (Americas)

Summary

Mr & Mrs Smith has been helping people stay together for over 20 years. We are the original boutique hotel lovers, a global travel club for discerning, conscientious couples and families in search of authentic, extraordinary experiences around the world. In short: if it’s the place to be, we’re the place to book it.

In the last two decades, we have gathered a brilliant, dedicated, and diverse international team.

The role of a B2B and Hyatt specialist within our Smith24 team is to support our partners and hoteliers daily. You are a pivotal part of the company and will help to grow the business and brand by delivering exceptional customer service and high-quality travel advice.

The candidate will have a strong background in customer service and communication ideally within the travel industry, with a focus on delivering high-quality support throughout our partner's experience with Mr & Mrs Smith.

The Role

Promptly responds to all inquiries from B2B partners and Hyatt GPGS team through all channels - phone, email, chat, webform, and Microsoft Teams with flair and personality from partners using the Smith tone of voice.
Proactively reach out to partners and hoteliers on any queries or requests, before, during, and after the stay, ideally using phone in the first instance.
Maintain service-level averages by responding to all interactions promptly and effectively.
Working alongside other departments to support the B2B partner’s journey including, partnerships team, finance, Smith24, marketing and tech.
Handling sensitive information including company card details.
Handle the full sales and service cycle of our B2B partners.
To achieve personal and team sales targets in line with business objectives.
Be able to confidently suggest, recommend, and provide guidance to our B2B partners when booking Smith hotels.
To analyze and resolve difficult situations diplomatically.
To multitask handling various queries, both inbound and outbound simultaneously.
Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the company’s personality, professionalism, sense of fun, and brand values.

Example of Daily Tasks

Respond to all phone, chat, and email enquires which generally include

Cancellations and Amendments of bookings
Payments & Billing enquiries
Complaints
Overbookings
Response to feedback
Extras - such as transfers, room requests, etc.
Relaying information from the hotel to the partners and vice versa
Price Matches
Any other ad-hoc partner requests including setting up new partners
Provide sales advice
Booking hotel stays for our partners
Attend hotel training and company meetings

Qualifications

Experience Required:

Ability to remain calm and positive under pressure.
To be highly organized with an efficient mindset.
Excellent attention to detail, with strong communication skills (both written and spoken).
Able to communicate clearly and effectively
Confidence when working in a dynamic environment.
Professional attitude and team-oriented approach.
Passion for customer service.
Previous experience in the luxury travel industry is desirable.
Availability to work on a full-time basis
Ability to remain calm and positive under pressure
Overseas travel may be required

Required profile