Distribution Services Hotel and Field Support Analyst

India Consultancy Private Limited

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 13 days ago
Description:Position SummaryThe Global Hotel and Field Support Analyst is primarily responsible for providing quality hotel and field support by analyzing inquiries received via automated ticketing sources, telephone calls, and e-mail; tracking each request through a project database. This individual will assume ownership of a region/territory of hotels and assist with multi-system support and multi-connected channel sources, as well as troubleshooting reported application/system interface issues. The role focuses on delivering excellent customer service through accurate and efficient inquiry resolutions. This individual is required to clearly articulate customer needs and network with a variety of second-level teams and third-party service providers.Position Responsibilities
  • Consistently deliver excellent, high-quality customer service and system support.
  • Provide first-level telephone, email, and other media contact support for hotels, Colleagues, and third-party service providers.
  • Clearly document interactions, incidents, and resolutions within the project database.
  • While acting as a single point of contact, takes ownership and responsibility of issues from start through resolution.
  • Uses problem-solving skills to troubleshoot daily challenges.
  • Identifies process and document improvement opportunities and works with supervisory staff to take action and implement change.
  • Develops effective, quality working relationships with other departments, groups, and personnel.
  • Maintains system and program knowledge to provide accurate information and efficient customer service.
  • Able to quickly learn new systems and adopt new processes/procedures.
  • Demonstrate a commitment to Hyatt core values.
  • The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Qualifications:Qualifications
  • Previous experience working in a hotel or in the hospitality industry is a plus.
  • High School diploma (or equivalent).
  • Exposure to formal post- secondary education is a plus.
  • Basic experience with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications.
  • Minimum 12 months experience with the Hyatt reservation system, Reserve, is preferred.
  • Good communication skills (oral, written, and listening).
  • Strong time management and prioritization skills.
  • Ability to adapt and flex to new pressures and priorities.
  • Ability to apply a best practice mindset to achieve accurate and timely results.
  • Open to change and accepting of new technologies.

India Consultancy Private Limited