Coordinator, Global Servicing, APAC

Position Summary

Are you passionate about the hospitality industry with a keen interest in Reservations & Customer Service? Are you fluent in English? As Coordinator, Global Servicing, APAC, you will join LHW's Customer Servicing Team to book hotel reservations and related services for travelers and travel agents across LHW's world renowned collection of five star luxury hotels. You will collaborate with colleagues across the world to drive revenue growth and customer satisfaction.

This is an entry-level, individual contributor, One-year full-time contract position located in Sydney, Australia. We offer flexible workplace policies that can accommodate candidates who are comfortable traveling to our office location 2 days a week. This is five days a week from Monday – Friday, with a 7-hour workday. Shift times may vary and can include 7:00AM – 3:00PM, 9:00AM – 5:00PM, or 11:00AM – 7:00PM local time.

Essential Functional/Regional Responsibilities

Please note that reasonable accommodations may be made to enable individuals with disabilities to perform the following essential responsibilities.

Key Goals & Objectives:

• Relationships: Establish relationships with key stakeholders (travel agents, direct consumers, and hoteliers) to achieve our purpose as well as maintain all performance standards.
• Performance: Achieve set financial and operational KPI targets, including but not limited to response time, conversion rate, NPS/CSAT score, etc.
• Quality: Consistently achieve exceptional performance ratings on call and email observations.
• Excellence: Achieve substantial product knowledge about member hotels to be their representative and ambassador while delivering high-value impact to their business.

Responsibilities:

• In English, handle phone calls, emails, and instant messages in an omni-channel framework, servicing current and potential customers and member hotels in a timely and professional manner.
• Check availability, rates, policies, room descriptions, and property features at member hotels through the Central Reservations System and related tools.
• Present features and benefits of the LHW brand and its member hotels during conversations with customers, leveraging skills and relationships to convert reservations.
• Process special requests related to confirmed bookings for added services such as prepayments, room configuration, etc.
• Maintain effective follow-up processes for pending requests, as well as offer efficient expectation management throughout all interactions with internal and external customers.
• Provide clients with high-level travel consultancy on hotel, destination, and itinerary suggestions.
• Promote, enroll, and renew memberships in the company's loyalty program, The Leaders Club.
• Diffuse customer issues, being ready to engage with difficult situations and assess when to escalate to manager.
• Ensure proper usage of all corporate tools, such as the reservations system and the CRM platform.
• Maintain sound understanding and adherence to all LHW policies and procedures.
• Commit to safe handling of sensitive information and data, abiding by all security guidelines.
• Actively participate in team meetings and company conferences.
• File daily and monthly reports as requested to report out on business metrics across departments
• Attend member hotel presentations and office visits.
• Represent LHW at client events when needed.

Of course, this is just a sample of the work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at the company's discretion, or otherwise applicable with local law.

Requirements, Experience and Qualifications:

The ideal incumbent will have:

• Fluent spoken and written English.
• Bachelor's Degree in Hotel Management, Tourism, Marketing, Business or similar.
• 2+ years of customer service or related experience preferred.
• Hospitality, travel, luxury, international experience preferred.
• Comfortable with Microsoft Office: Teams, Excel, Outlook, PowerPoint, SharePoint, Word.
• Salesforce Service Console and SynXis booking platform experience is an advantage but not required.

Skills and Abilities :

• Strong organization and prioritization skills, as well as attention to detail.
• Ability to work well in a fast-paced, global, and collaborative environment.
• Ability to influence and build trust both internally and externally.
• Efficient problem-solving skills and ability to make sound decisions.
• Solid knowledge of general Geography.
• Professional and polished presence.

Culture

At The Leading Hotels of the World, two-way communication is core to how we work together and cultivate an environment of continuous growth and learning.

• Employee voices at LHW are not only heard. They inspire action. Employees participate in listening surveys every six months to share their workplace experiences, and the leadership team listens to these responses and uses them to determine opportunities for change.
• In July 2022, we asked our 150+ employees, "On a scale from 0-10, how likely are you to say my manager communicates in a transparent and effective way?" Our score was 8.6 out of 10
• In July 2022, we asked our 150+ employees, "On a scale from 0-10, how likely are you to say I have confidence in our leadership to position LHW for future success?" Our score was 8.8 out of 10
• Our leadership team was rated in the top 5% of similarly sized US companies on and received Comparably's Best Leadership Teams award.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• Competitive Salary and benefits package
• Opportunity to work in a diverse and dynamic environment
• Professional development opportunities
• Flexible working arrangements

About The Leading Hotels of the World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon.

LHW is proud to be an equal opportunity employer.LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.