Descrição da Vaga
Are you passionate about Reservations & Customer Service with a keen interest in the hospitality industry? As Supervisor, Global Servicing, Latin America you will join LHW’s Americas Servicing Team to operationalize hotel reservations and related services while leading and supervising related work by colleagues in the region.
You will collaborate with Operations, Sales, and Marketing colleagues across The Americas to help deliver high-impact activities that drive revenue to our member hotels, build relationships with external customers, and develop brand awareness.
This is a full-time position located exclusively in Sao Paulo, Brazil.
We offer flexible workplace policies that can accommodate candidates who are comfortable traveling to our office location 2 days a week.
Key Goals & Objectives: Relationships: Establish relationships with key stakeholders (colleagues, 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 for the team, including but not limited to revenue, conversion rate, case closure time, NPS/CSAT score, call abandon rate, etc.
Team Management: Work closely with the Senior Manager, Americas Servicing & Strategic Operations to ensure the team consistently understands and executes strategy, tactics, and the company’s core values and philosophy.
Excellence: Achieve substantial product knowledge about member hotels to be their representative and ambassador while delivering high-value impact to their business.
Responsibilities: Effective and fluid communication with customers in Spanish, Portuguese, and EnglishCheck 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, be ready to engage with difficult situations, and assess when to escalate to the 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, both individually and collectively by the assigned team.
Commit to safe handling of sensitive information and data, abiding by all security guidelines.
Actively participate in team meetings and company conferences.
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 to local law.
Requirements & Experience: Bilingual/Fluent Spanish and Portuguese, both spoken and written.
Bachelor’s Degree in Hotel Management, Tourism, Marketing, Business or similar.
3+ years of customer service or related experience required.
Some experience with small team management is preferred.
Hospitality, travel, luxury, or international experience preferred.
Comfortable with Microsoft Office: Teams, Excel, Outlook, PowerPoint, SharePoint, Word.
Salesforce experience is an advantage but not required.
Fluent in English, both spoken and written.
The ideal candidate will have: Strong relationship, trust-building, and coaching qualities.
Strong organization and prioritization skills, as well as attention to detail.
Ability to work well in a fast-paced, global, cross-functional, 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.
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