Call Center Associate

Job Description

REQUIREMENTS

• Preferably with a college degree in Hospitality Management, or equivalent
• With excellent personal presentation and interpersonal skills, good problem-solving ability and be proficient in Hotel property management systems, in particular Opera and other PMS.
• Fluent in reading, writing and spoken English language skills.
• Fluent in reading, writing and spoken Spanish language skills.
• Strong administrative skills are essential, with outstanding demonstrated coaching and development skills.

RESPONSIBILITIES

• Responsible for managing a customer through the complete implementation and deployment process of a property management system.
• Develop and maintain a strong supporting relationship with the property through phone calls and emails.
• Ensure that all appropriate information is provided, received, and verified in preparation for a successful deployment or upgrade of the PM system at property level.
• Develop pre-work for property administrative tasks and configurations to ensure compliance to brand standards for room types, standard and local rate plans.
• Manage the customer relationship through the deployment process to ensure satisfaction. Schedule and monitor the completion of the installation.
• Provide updates to vendors when necessary.
• Complete all necessary review of configuration documents and successfully initiate and complete cutover and balancing of inventory for installs, escalating when necessary to the appropriate groups.
• Responsible for managing multiple relationships for deployment at the same time.

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