Hotel Support Agent Job in , Hotel/Hospitality Career, Full-Time Regular Jobs in Expedia - 2015

Hotel Support Agent – Mandarin & English speaking
Expedia is currently looking for action-oriented, motivated individuals who have an obsession with customer satisfaction to join our Lodging Support Services contract centre team. In this position, you will focus on providing inbound and outbound support to Expedia hotel partners.

You will be dedicated and compassionate when dealing suppliers, and will work closely and professionally with other departments to ensure the best resolution. You will be versatile in managing multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.

At Expedia we listen attentively and respond to our customers, because we are passionate about the traveler experience.

Your key Responsibilities will include:

• Contacting lodging partners to resolve issues (questions, changes, etc.)


• Proactively call lodging partners to resolve any anticipated future issues.


• Responding to inventory management inquiries.


• Contacting guest based on requests received for lodging partners, i.e. arrival time, transfers etc.


• Providing supplier self-service support and maintenance.


• Maintaining strong vendor relations with a positive attitude and outgoing nature.


• Adhering to defined procedures, standards and performance expectations.

Experience, skills and education:

• Fluent proficiency & comprehension in Mandarin & English is required


• High School Diploma, University Degree. Some college preferred


• Experience in customer service oriented industry preferred


• Hotel/Travel -industry experience preferred


• Experience with Microsoft Office products.

Core Competencies:
Drive for Results

• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience.


• Ability to handle difficult customer situations effectively; ability to set expectations and deliver information in a positive way.


• Results-oriented individual who will take ownership of problem resolution.


• Excellent time-management, organizational, multi-task and prioritization skills.

Written & Spoken Communications

• Quickly be able to demonstrate sound judgment, while abiding to guidelines and procedures ensuring clear and concise communication.


• The ability to communicate effectively at all levels from executive management to individual contributor.


• Keen eye for detail and high level of accuracy.

Listening

• Listens carefully and attentively to others’ opinions and ideas; listens to others’ perspectives and clarifies meaning before responding.

Work Effectively with Superiors & Peers

• Dependable and able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.


• The ability to work unsupervised and make independent work related decisions.


• Flexibility and willingness to assist where and when needed and directed by your supervisor.

Analytical Problem Solving & Decision-Making

• Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis.


• Make effective decisions within your authority regarding supporting Expedia suppliers, escalate as considers.


• Exercise good judgment in decision-making on behalf facility of supplier relationship management

About Expedia Inc.
Our mission is to revolutionize travel through the power of technology.

Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive.

The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to hundreds of thousands of hotels, hundreds of airlines, tour operators, car rental companies and destination services supply partners.

About Lodging Partner Services (LPS)
Expedia® Lodging Partner Services (LPS) connects hotel partners to the world’s largest travel marketplace, with more than 140 branded sites in 70 countries. Our network of premier brands provides access to over 53 million monthly travel shoppers.

As the frontline support organization to Expedia’s lodging supply partners, our Global Supply Operations (GSO) team provides a key role in supplier satisfaction and has a close working partnership with Expedia account managers/market managers (we take this seriously; the GSO organization has around 1400 employees based in approximately 30 countries and is growing).

We are responsible for coordinating across all lodging supply partners for travel purchased through multiple Expedia brands across the world, including the websites of Expedia, Inc. and its affiliates. Key GSO functions include contract loading, settlement/reconciliation, content management (written, media, ratings), technical support, pre-travel support (e.g., schedule changes, relocations), training and corporate wide localization.

We Bring You the World.

LPS-GSO-APAC-MLCC
*LI – TS1