Key Goals & Objectives 61 Establishes relationships with key customers (travel agents and direct consumers) to achieve our Core Purpose as well as maintain all established performance standards. 61 Consistently achieves exceptional performance ratings on call and email observations. 61 Consistently achieves the established call and email standards. 61 Achieves the yearly number of enrollments/renewals for Leaders Club members. 61 Achieves set response time to clients. Responsibilities 61 Answers inbound/outbound telephone calls from/to various customers and provides information to secure hotel reservations. Assists with service requests that drive incremental revenue to our member hotels and builds customer loyalty. 61 Assist China colleagues with work overflow as required. 61 Processes reservation requests and service inquires that are received via email. 61 Follow up with customers on a timely basis on special requests, and room/rate requests. 61 Present the features and benefits of the LHW brand while interacting with customers through personalized conversations. 61 Maintain a sound understanding and adhere to all LHW policies and procedures. 61 Actively participates in team meetings. 61 Compile data and distributes reports for additional handling if requested by their supervisor. 61 Action Leaders Club upgrade requests in a timely manner. 61 Identify potential for new Leaders Club member acquisition. 61 Action Leaders Club enrollments and renewals. Requirements & Experiences 61 Pleasant disposition with strong communication skills and attention to detail. 61 Hospitality, travel, luxury, international experience preferred. Skills & Abilities 61 Proactive with initiative and a strong sense of urgency 61 Keen eye for detail and meticulous in follow up 61 Team player and a keen learner with excellent interpersonal & organization skills 61 System savvy and possesses good computer skills (i.e. MS Office) 61 Ability to demonstrate LHW core values. 61 Professional and polished presence 61 Ability to influence and build trust. 61 Strong problem-solving skills and able to make sound decisions 61 Strong communication skills both written and verbal. 61 Ability to work well under pressure and within tight deadlines.
