Front Desk Hotelier/Guest Specialist

2 weeks ago

Taguig, National Capital Region, Philippines KMC Solutions Full time

Front Desk Hotelier

Onsite at BGC, Taguig

Job Description:

  • The role ensures seamless 24/7 luxury client support, managing The Pulse for Voyager members and Client Services for Explorer & non-members. Designed to complement the DUO (Client Advisor & Travel Designer), The Pulse ensures that help is always available when the primary team is offline. Whether managing last-minute cancellations, resolving hotel issues, or handling urgent itinerary changes, The Pulse delivers immediate and personalized assistance, reinforcing Lartisien's promise of seamless luxury travel. This role requires quick decision-making, problem-solving, and expertise in high-stakes client interactions, using Salesforce Omni-Channel & extranets for real-time solutions.

Job Responsibilities:

  • 24/7 Client Support – Handle urgent requests, modifications, and cancellations across all membership tiers, ensuring a frictionless experience.
  • Crisis Management – Resolve emergencies, ensuring exceptional client experiences.
  • Technology-Driven Solutions – Use Salesforce Omni-Channel & extranet tools to monitor and respond instantly.
  • Dual Role Execution – Manage high-priority Voyager requests while ensuring smooth operations for all clients.
  • Multi-Channel Communication & Client Retention – Engage clients through WhatsApp, email, and phone, ensuring flexibility in communication. Strengthen loyalty through proactive service and seamless problem resolution.

Qualifications:

  • 5 years experience in operations (Travel Account) or Hotel Operations
  • Experience working for hotels.
  • Expertise in handling ultra-luxury clientele and complex service requests.
  • Salesforce knowledge is an advantage.
  • Good communication skills.
  • Availability for shift-based 24/7 support, including weekends and holidays.

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