Hilton Partnership Customer Relations Executive 

Small Luxury Hotels of the World™ (SLH) is searching for a Hilton Partnership Customer Relations Executive based in its London office.

Who We Are

Small Luxury Hotels of the World™ (SLH) is the most desirable community of independently minded travellers and Independently spirited hotels in the world. We turned the luxury boutique hotel into a phenomenon and selected the distinctive, the diverse and the downright delightful. People, places and experiences with individual character, intimate charm and inherent class. We've personally visited, vetted, and verified over 570 hotels in more than 90 countries. We are envisioning a future where people experience the world with intention, experience its intensity and protect its integrity. Be part of the community - join us.

Key Responsibilities

As part of the Hotel Services team, the responsibilities of the Hilton Partnership Customer Relations Executive role include, but are not limited to the following:

Guest Assistance

  • Providing exceptional customer service via phone, email, and chat communication channels.
  • Handling customer inquiries, complaints, and feedback in a professional and timely manner.
  • Collaborating with various departments within the company to resolve customer issues effectively.
  • Maintaining accurate records of customer interactions and transactions.
  • Managing the GA lite system by reviewing, actioning and closing cases.
  • Handling escalations from the HRCC team via GA lite system.
  • Liaising with hotels on all guest complaints / queries.
  • Managing centralised process for Price Match Guarantee claims and liaising with hotels.
  • Reviewing and validating PMG claims and providing evidence and supporting documentation for invalid claims.
  • Supporting hotelier queries relating to the programme (such as credit card queries) and raising cases with dedicated Hilton Team.
  • Monitoring low scoring Guest Surveys and liaising with hotels and Hilton team.

Programme Administration 

  • Attending regular meetings between SLH and Hilton Team and summarising meeting
  • Preparing the hotels partnership agreements via DocuSign.
  • Monitoring the SLH Hilton Partnership shared inboxes.
  • Working with Hotel Services team, co-ordinating the preparation of the data, content and images required for launch and delivery to Hilton Team as well as the ongoing maintenance of joiners and leavers.
  • Preparing and delivering weekly change reports to Hilton Team.
  • Conducting regular audits required to maintain the Hilton set up in the SLH CRS.
  • Reporting content discrepancies within the SLH Central Reservation system to Revenue Account Managers and relevant Distribution Manager.
  • Maintaining a log of reservation discrepancies for commission reconciliation.
  • Responsible for keeping all process documentation up to date.
  • Regularly monitoring and analysing revenue production.
  • General administration related to the Hilton Partnership. 

Reporting Lines

This key role reports to the Revenue Account Management Team Director.

Desired Skills and Experience

The ideal candidate will

  • Have Front of House customer service experience and/or reservation/revenue experience in the hotel industry.
  • Be able to understand and manage emotions to effectively communicate with customers.
  • Have excellent communication skills, both verbal and written.
  • Have strong problem-solving skills and attention to detail.
  • Be confident and able to speak to hotels, regarding complaints.
  • Have a flexible approach to working hours to ensure completion of projects.
  • Be highly organised and self-motivated, be a great team player with a strong ability to self-manage.
  • Preferably be qualified with a bachelor’s degree and with at least 3 years’ experience in the hotel industry (ideally within the luxury sector.)
  • Have a working knowledge of SHS SynXis CR.
  • Have good knowledge of PMS, CRS & GDS and/or other travel distribution systems.
  • Have good knowledge of Salesforce CRM
  • Have good knowledge of Microsoft Excel, and preferably also Word and PowerPoint
  • Be fluent in English and with a second language (preferable)

Office Based (Flexible working hours) in the London office.

Please send your application with your CV to viola.azzolini@slh.com