S24 B2B & Hyatt Specialist (Remote Opportunity)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For S24 B2B & Hyatt Specialist (Remote Opportunity)

Description

Mr & Mrs Smith has been helping people stay together for over 20 years. We are the original boutique hotel lovers, a global travel club for discerning, conscientious couples and families in search of authentic, extraordinary experiences around the world. In short: if it's the place to be, we're the place to book it.

In the last two decades, we have gathered a brilliant, dedicated, and diverse international team.

The role of a B2B and Hyatt specialist within our Smith24 team is to support our partners and hoteliers daily. You are a pivotal part of the company and will help to grow the business and brand by delivering exceptional customer service and high-quality travel advice.

The candidate will have a strong background in customer service and communication ideally within the travel industry, with a focus on delivering high-quality support throughout our partner's experience with Mr & Mrs Smith.

The Role


• Promptly responds to all inquiries from B2B partners and Hyatt GPGS team through all channels - phone, email, chat, webform, and Microsoft Teams with flair and personality from partners using the Smith tone of voice.

• Proactively reach out to partners and hoteliers on any queries or requests, before, during, and after the stay, ideally using phone in the first instance.

• Maintain service-level averages by responding to all interactions promptly and effectively.

• Working alongside other departments to support the B2B partner's journey including, partnerships team, finance, Smith24, marketing and tech.

• Handling sensitive information including company card details.

• Handle the full sales and service cycle of our B2B partners.

• To achieve personal and team sales targets in line with business objectives.

• Be able to confidently suggest, recommend, and provide guidance to our B2B partners when booking Smith hotels.

• To analyze and resolve difficult situations diplomatically.

• To multitask handling various queries, both inbound and outbound simultaneously.

• Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the company's personality, professionalism, sense of fun, and brand values.

Example of Daily Tasks

Respond to all phone, chat, and email enquires which generally include

• Cancellations and Amendments of bookings

• Payments & Billing enquiries

• Complaints

• Overbookings

• Response to feedback

• Extras - such as transfers, room requests, etc.

• Relaying information from the hotel to the partners and vice versa

• Price Matches

• Any other ad-hoc partner requests including setting up new partners

• Provide sales advice

• Booking hotel stays for our partners

• Attend hotel training and company meetings

Qualifications
Experience Required:

• Ability to remain calm and positive under pressure.

• To be highly organized with an efficient mindset.

• Excellent attention to detail, with strong communication skills (both written and spoken).

• Able to communicate clearly and effectively

• Confidence when working in a dynamic environment.

• Professional attitude and team-oriented approach.

• Passion for customer service.

• Previous experience in the luxury travel industry is desirable.

• Availability to work on a full-time basis

• Ability to remain calm and positive under pressure

• Overseas travel may be required