Description

This position is responsible for managing, developing and nurturing Alacrity’s relationship with our current Business Lodging clients.      

Requirements

Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.) 

Build and maintain positive relationships with customers and our vendors alike. 

Facilitate the sales process to include developing sales solutions, closing sales opportunities, negotiating pricing, and providing outstanding customer service and follow-up. 

Partner with Operations in providing a customer experience that exceeds the customer's expectations. 

Respond to incoming requests and leads for Business Lodging clients. 

Responsible for taking calls and placing Business Lodging clients in hotels. 

Offer hotel options to Business Lodging customers after determining their requirements and expectations. 

Provide accurate information regarding hotels, pricing, and availability. 

Confirm client reservations. 

Verify hotel has received our reservation and has all the needed payment information on file. 

Timely and accurate data entry. 

Check other various items to ensure data entry correct, rates accurate, IATA on file to confirm if reservations are commissionable. 

Return emails and voicemails in a timely manner. 

Verify move in calls for hotels daily. 

Maintain quality control and handle Customer Care Issues. 

Respond and follow up on any move in and/or move out issues. 

Respond and follow up on any questions regarding billing and invoicing. 

Respond to hotel questions and concerns thoroughly and timely. 

Escalate issues to the Business Lodging Manager, as needed. 

Respond to reservation emails for Business Lodging Safe Stays clients and confirm reservation details. 

Meet all client Service Level Agreement metrics. 

Daily file auditing. 

Retrieval of folios and additional information from hotels, when needed. 

Process improvement, system testing, team building, and any other duties requested by management. 

Other Responsibilities May Include (but are not limited to): 

Responding and replying to new referrals and placements. 

Taking over the Manager’s job duties when they are unavailable.  

Assisting with the team members’ job duties when they are unavailable. 

Assisting other team members and departments with tasks and placements, as volume dictates. 

Assisting with company and client reports, as needed. 

Perform other projects and tasks as required 

Competencies 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

Proficiency with MS Office and Internet Explorer with remote office set up. 

Excellent customer service skills. 

Excellent communication skills, both written and verbal, with the ability to identify key issues, evaluate facts and recommend appropriate action. 

Strong attention to detail and organizational skills. 

Handles pressure and fast paced environment well.