Hotel Engine
Hotel Engine arms our customers with a powerful hotel booking platform that is simple to use and seamless to integrate.
Denver, CO
Remote
Hybrid

Overnight Member Support Associate

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Hotel Engine, the world’s largest Lodging Performance Network, is a leader in travel technology with a demonstrated track record of growth and impact. Our foundations are strong, and we’ve navigated our rapid growth by bringing our customer obsession, innovative platform, data-driven problem-solving, and bias for action into every decision. By partnering with tens of thousands of businesses and government agencies and hundreds of thousands of hotels around the world, we have built a resilient and adaptable business model and 2022 will be our best year yet! 

Our Member Support team is growing and looking for customer service gurus to join in on the fun! Our Associates work closely with all clients; from individuals, to hotel suppliers and even our API integration partners to resolve any and all detail changes. We're looking for passionate candidates with a natural empathy, positive tone and a love for the customer experience. If you're ready to kick-start your career in hospitality & customer service, this role is for you! 

Here's what you'll do:

  • Collaborate with members via phone, email and chat to manage current reservations. 
  • Confirm with hotels that proper billing procedures are being followed and that our members have a seamless experience with their reservations. 
  • Resolve difficult issues with our corporate contacts with a positive, professional tone. 
  • Be meticulous about details. Our team works as a collective unit in order to ensure top notch customer service. This means that we may have multiple teammates address the same issue, and we require details notes on all interactions with our members and partners. 
  • Communicate solutions internally and externally to resolve issues. 
  • Submit feedback to the team in the interest of developing more efficient future processes - we want to hear your opinions! 
  • Process client refunds in a timely manner. 
  • Work across multiple online portals and can dexterously move between operating systems 
  • Provide a top tier level of customer service. If you love helping people and have a hospitality mindset, we are a great fit for your launch into the travel technology industry 

Here's what we're looking for: 

  • A positive, energetic personality that translates over phone & email 
  • Enthusiasm for learning technology to support a IT development team’s needs 
  • Proactive independent self-starter & work with urgency while maintaining exemplary organizational skills 
  • Pristine written & verbal communication skills 
  • A quick learner ready to grasp our systems, processes & procedures 
  • Ability to problem solve and work on several projects simultaneously while continuing to provide quality work 
  • Exposure to travel booking software & Salesforce is a plus. 
  • Experience working in the hospitality industry a plus! 
  • Please note that this job is an overnight position 

Shift:

  • We have multiple shifts for this role, depending on current hiring priorities. Pending your performance as you progress throughout your career as an Overnight MS Associate, you'll gain flexibility in adjusting this to your preferable days & times. We are actively hiring for roles that incorporate consistent weekend work 
  • We support our members 7 days a week. This position requires flexibility; including nights, weekends, and holidays. Please don't apply if this is not appealing to you

Cash Compensation:

  • The base pay for this role is $22.00/hour. 

Remote Opportunities:

  • This role is eligible for remote work. Hotel Engine is authorized to do business in AZ, CA, CO, CT, FL, NC, NJ, NY, PA, TN, TX & WA. If you are not located in or able to work from a state where Hotel Engine is registered, you will not be eligible for employment. Please speak with your recruiter to learn more.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than the day-to-day responsibilities. Hotel Engine is on Built in Colorado’s 2021 Best Places to Work list and provides each employee with the opportunity to take on new challenges that support their near and long-term goals in a high-growth, startup environment. We also give back and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causesIn addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:  

  • Competitive base salaries. Salary offers are based on the candidate's qualifications. 
  • Stock Options for all new hires
  • Performance-driven commission opportunities for select roles 
  • Performance-driven equity awards  
  • Parental leave programs 
  • Generous time-off including open PTO, sick days and two paid volunteer days each year 
  • Insurance benefits including medical coverage, dental and vision offerings (with plans available at no cost to employees), as well as HSA/FSA, wellness, and disability offerings 
  • 401(k) plan with a match program
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What are Hotel Engine Perks + Benefits

Hotel Engine Benefits Overview

Hotel Engine is strongly committed to both its employees and its customers. Our company’s benefits and perks are designed to create an inclusive environment where team members can deliver great work consistently, celebrate diversity, collaborate with colleagues – and have fun at the same time.

Culture
Volunteer in local community
Employees receive two paid volunteer days per year, in addition to existing PTO and sick time.
Partners with nonprofits
Through our employee resource group, Engine4Everyone, we are looking to invest in organizations that focus on education and advisory services to women and/or minorities.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Hotel Engine has a diverse management team and supports an inclusive workforce. Our ERG Engine4Everyone plans to incorporate unconscious bias training into hiring practices and team development.
Mandated unconscious bias training
Engine4Everyone will incorporate unconscious bias training. Additionally, team development trainings broaden cultural awareness and include sessions focused on the diversity of individual experiences
Diversity employee resource groups
Engine4Everyone creates an inclusive environment where team members work together to develop policies and training, and identify workplace initiatives and community involvement opportunities.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Hotel Engine offers team members a Health Savings Account (HSA). Individuals can contribute up to $3,500 and families up to $7,500 per year.
Disability insurance
We offer short-term disability insurance, which covers up to 60% of pre-tax weekly earnings. The maximum weekly benefit is $2,000. There is optional voluntary Accident and Critical Illness coverage.
Dental insurance
Vision insurance
Health insurance
We offer multiple health insurance plans, including an option that covers 100% of an individual’s premium.
Life insurance
Pet insurance
Team members are eligible to enroll in voluntary pet insurance benefits.
Wellness programs
Go365 is an employee wellness program that incentivizes employees to make healthier choices and rewards them for taking steps to better health.
Team workouts
Mental health benefits
All employees (and their dependents) – whether enrolled in our health coverage or not – have access to our Employee Assistance Program (EAP), which includes mental health services.
Financial & Retirement
401(K)
401(K) matching
Hotel Engine's 401(K) matching launches in the first quarter of 2021.
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 9 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.
Family medical leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Our parental leave programs apply to team members who have adopted children.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Hotel Engine offers unlimited PTO to our associates, and encourage them to take time off to recharge.
Paid volunteer time
Our employees receive two paid volunteer days per year.
Paid holidays
Paid sick days
Team members receive 40 hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Breakfast Thursdays
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Hotel Engine offers team members the ability to attend job-related conferences and seminars.
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

As an additional perk, team members can take advantage of hotel rate discounts on the Hotel Engine platform and receive $400 in travel credits to use on hotels of their choice each year.

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