Specialist 1, Hotel Services

Provides assistance to Tier 1 agents, franchisees/hotel staff with regards to GM Coaching, Reputation Management, Choice Privileges, and Choice Cares while effectively communicating with leadership as well as various departments throughout the organization; services escalated calls, and is a source of information regarding Choice policies and procedures.

ORGANIZATION

This position will report to the Supervisor, Hotel & Guest Services.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Provides suggestions, and advice for various cases including but not limited to GM Coaching, Reputation Management, CP Hotel Support, and Choice Cares. While simultaneously supporting multiple email accounts including Hotel Support, Hotel Support Canada, Removal Requests, GM Coaching, Reputation Management, and Choice Cares.
• Maintains knowledge of program terms and conditions, and constantly changing promotions, partnerships, and websites. Resolves billing issues for franchisees. Works diligently to identify and prevent fraud. Effectively communicates with difficult and demanding hoteliers by providing accurate, prompt and effective replies both via the phone and when responding to written correspondence. Assists with moderating and processing reports as needed.
• Is responsible for handling the Resolution Assist program and Rolling Start program with hotel GMs. Works closely with ADs on monitoring the performance of the hotel. Provides one on one coaching to the GMs during enrollment in these programs. Works directly with Choice support departments (including Channel Management, Property Support, and Support Services) to ensure hotel concerns are addressed by the appropriate department and the issue is resolved quickly and accurately. Maintains documentation on all correspondence and compensation.
• Review general manager responses to GIS surveys and CH.com reviews for appropriate wording, track inappropriate comments, and drafts appropriate responses while following all Choice Hotels International Brand Rules, Regulations, and Customer Relations policy and procedure. Respond to escalated GIS Surveys and CH.com reviews in a timely manner.
• Monitors natural disasters and emergency situations; determines status of hotels in areas affected by disasters and distributes this information to all internal groups. Contacts terminated hotels to ascertain status of pending Choice reservations. Informs guests of status of terminated hotels and potential impact on reservation status, Choice benefits and guarantees; Provides relocation assistance as needed (emergency, hotel termination, delayed opening, etc.) Contacts hotels in area to match rates and secure business for Choice franchisees. Works closely with Property Support to assist franchisees with managing inventory throughout a disaster.
• Processes hotels from the GM Coaching Unresponsive Report, coaches the hotel staff, and advises Choice Hotels Field Staff regarding hotels standing.

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• High school diploma, GED, or equivalent; some college preferred
• 2 to 4 years of previous customer service experience required
• Excellent customer service skills including a positive, professional, service-oriented attitude and the ability to consistently communicate this attitude to associates, guests, hotel staff and management.
• Excellent discretionary judgment: ability to evaluate hotel problems and determine solution based on various indicators, such as past performance, prior coaching, and legal and privacy issues.
• Ability to work collaboratively with team members in the center and across Choice to reach department goals.
• A detail oriented highly self-motivated individual with ability to work with minimal supervision
• Excellent verbal and written communication skills and interpersonal skills
• Must be skilled and comfortable working in a highly automated environment. Demonstrated competency using Windows-based computer systems and software programs; excellent MS Office skills with emphasis on Excel and Word preferred
• Ability to learn new programs and updates to exiting programs.
• Excellent writing skills including, spelling grammar and punctuation; must be able to type 35 WPM at a minimum.
• Ability to adapt, implement and support change
• Requires the ability to multi-task, perform under pressure and work within time constraints
• Demonstrates flexibility and willingness to cross-train for other functions as required.
• Must be able to uphold Choice's Values & Performance Principles of collaboration, performance excellence, accountability sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.

OTHER REQUIREMENTS

• Performs other duties as assigned

Must be able to uphold Choice's Values & Performance Principles of accountability, collaboration, performance excellence, sense of urgency, innovation, inclusion & diversity, integrity & trust, customer focus, and respect.