Member Experience Associate
Hotel Engine is a high-growth, Denver-based tech company that is innovating the business travel industry with a free, private hotel booking management platform. With over 200,000 hotel properties globally, Hotel Engine offers up to 60% off publicly available hotel rates for small-to-medium businesses, large enterprises, and government travelers.
Serving industries like construction, transportation and logistics, oil and gas, retail and more, Hotel Engine has customized hotel reservation management solutions built for the control, transparency, billing, and support needs of organizations of any size and industry.
Shifts: 8am - 5pm with either Sun/Mon or Fri/Sat off. This position will be remote until Hotel Engine goes back to the office due to COVID-19.
Job Summary:
Our Member Experience Associates work with individuals, API integration partners, and hotel suppliers on any changes to an original reservation being made. We work with all hotel brands and are advocates for our clients, working to complete cancellations, change of date requests, negotiate out of fees, and ensure proper billing procedures are being met.This position pays $18.00/hr.
Responsibilities:
- Handle client requests on changes to hotel reservations through phone and email conversation
- Maintaining detailed notes on all files to ensure issues are able to be readdressed at a later time if necessary without issue
- Confirming with hotels that proper billing procedures are/were being followed
- Reaching out in a very professional manner to corporate contacts, if necessary, to resolve tougher issues
- Communicate internally and externally solutions to issues, and provide feedback to the team in the interest of developing more efficient future processes
- Processing client refunds
- Interacting with several online portals
- Provide high level customer service
Requirements:
- Must have strong customer service skills; experience working in hospitality industry a plus
- Enthusiasm for learning technology to support a IT development team’s needs
- Must be a proactive self-starter & work with urgency
- Exemplary organizational skills
- Must be able to work independently as well as take instruction from supervisor
- Excellent communication skills, both written and verbal
- Must have the ability to quickly learn systems, processes, and procedures
- Ability to problem solve and work on several projects simultaneously while continuing to provide quality work
- Knowledge or experience with travel booking software, PMS systems, CRS systems and Salesforce is a plus
Benefits list:
- Medical, dental, vision, and supplemental insurance
- Free 'Employee Only' healthcare coverage
- 401k plan
- Unlimited vacation
- Paid holidays, sick time, and volunteer opportunities
- Discounted hotel rates
- Paid parental leave
- Craft brews and ciders on tap
- Company-sponsored social events and happy hours
- Free organic fruit, snacks, and beverages
- Relaxed office and dress code
- Free on-site parking and bicycle storage
- Unmatched views of the Rocky Mountain