Reconciliation Concierge Specialist

4 days ago

Manila, National Capital Region, Philippines ASPIRE LIFESTYLES (PHILS.), INC. Full time $40,000 - $60,000 per year

A. Overall Purpose of the Job

This role is responsible for fulfilling the backend reconciliation process of hotel complimentary stay programs for Aspire Lifestyles clients across various markets.

Specific Responsibilities

· Extract transactions listing from system and check the respective list for the day's cases (Asia, Europe, and Domestic).

· Meet performance standards as outlined in the Key Performance Indicators (KPIs).

· Call vendors to verify completed stay as per the client's hotel complimentary stay program terms & conditions.

· Email vendors and clients to follow up on each request that requires an email response.

· Email the clients of ineligibility justification for any stays marked as ineligible under the program.

· Post a relevant action on each request upon completion of the backend process validation.

· Ensure that appropriate fulfillment sections of each request are completed and correct to avoid credit rejection.

· Verify the cardmember's credit card and make sure it is accurately documented on the credit card vault of the system.

· Follow each call scripting and call procedure to proficient quality standards.

· Complete the action and documentation on each reconciliation request.

· Manage the shared mailbox and ensure all emails are responded to in a timely manner.

· Ensure reports are generated on a daily/monthly basis as required by the line manager or the client.

Other Duties

· Abide by all Aspire Lifestyles policies and procedures.

· Carry out any other reasonable duties assigned by the line manager and other leads.

Occupational Health & Safety

· Participate in the development and maintenance of a safe and healthy workplace

· Undertake all mandatory OH&S training as required

· Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures

· Cooperate with management in its fulfilment of its legislative obligations

· Take reasonable care to ensure their own health and safety and the safety of others

· Report any injury, hazard or illness as soon as possible to their supervisor/manager.

B. Job Profile

Required Competencies

·     Able to use web-based and/or computer-based programs to enter pertinent customer data, and process required information

·     Able to build relationships and form partnerships with key services and co-workers

·     Able to source information from a variety of resources

Required Work Experience / Knowledge

· years related experience in customer service or hospitality experience preferred

· year concierge experience preferred

· Geographical awareness and cultural sensitivity

· Travel agency experience or previous international travel experience preferred

Required Qualifications

· Diploma or equivalent required

· College Degree preferred

· Working knowledge of Microsoft Office programs

Required Languages

· Excellent oral and written English language skills

Travel / Schedule Rotation Requirements

  • Schedule rotation within standard hours Monday to Friday
  • Weekend and holiday work (when necessary)

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