The Opportunity:

We are looking for a Customer Service Analyst who is that magical blend of a great communicator, analytically strong and confident in learning new technology.  The Customer Service Analyst is responsible for the coaching, development, and engagement of a portfolio of preeminent Hotels. Analytical skills and hospitality systems knowledge are critical to the role as you will also be responsible to review customers in your region and proactively manage them to keep them engaged. 

Who You Are:

You have proven ability to deliver an exceptional, impactful, and sustaining customer experience to a range of audiences from entry level to senior management. The successful candidate is an enthusiastic, motivated team player that has a proven ability to build rapport and has the gravitas to influence and deliver engaging, impactful business recommendations and consulting.

What You’ll Do:

• Partner with your portfolio of hotels on their continued successful use of our suite of products, maximizing guest satisfaction, hotel engagement and revenue performance.
• Provide business focused, consultative recommendations to hotel management to enhance ongoing success.  The recommendations will be supported by your analytical ability to review the hotel’s upselling program – including revenue production, agent engagement and merchandising opportunities.
• Partner with your portfolio of customers also includes various on-line touch points for motivation, coaching and support, including chat and email.
• Work cross functionally to ensure ongoing success of the training and implementation within the portfolio of hotels.
• Collaborate on content development to document best practices and training material to accommodate specific hotel brand standards and evolving technology features. 

Experience and Skills

• Must be fluent in English and French 
• Hotel experience in Revenue Management and/or Operations is valuable
• Excellent interpersonal skills and confidence to deliver group presentations
• Analytical skill set, coupled with ability to distill data into a succinct business message
• Ability to thrive in a fast-paced, high-energy environment
• Bonus Credit: Measurable results in prior project that drove increased revenue or operational cost efficiency
• Bachelor’s degree + strong initiative
• Willingness to travel up to 10% of the time