Lodging Service Associate

4 weeks ago

Subang Jaya, Malaysia Expedia Group Full time

**Lodging Service Associate (English Speaker)**

Expedia Group is currently looking for motivated individuals who have an obsession for customer experience, to join our Lodging Service Operations team.

In this position, you will focus on supporting the onboarding process of new hotel partners on our platform, and on maintaining property content on our branded websites by resolving requests submitted by partners and internal teams, providing inbound and outbound support to our partners. By continually putting yourself in the shoes of the partner, you will help them attract travelers and realize more opportunities to increase revenue.

Using dedication and compassion when dealing with our partners, you will work closely with other departments to ensure the best resolution at first contact will be given to them.

**What you'll do**:

- Edit existing property content in English, including paragraphs, amenities, and photos; address change requests, clarifying details
- Assign star ratings within company guidelines, and categorize by themes and structure types
- Educate partners on tools and processes that will optimize their product on our sites while encouraging them to self-serve
- Respond to inquiries or requests of inventory management and data entry, including calling partners to resolve current and future issues
- Build new and/or handle updates to existing room types and rate plans, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules
- Collaborate with internal teams to address critical hotel partner issues
- Proactively raise systemic issues and process gaps
- Offer financial transaction support (disputes, questions, etc.) to partners across multiple account models when necessary
- Participate in test & learns, content, or process improvement as assigned

**Who you are**:

- Proficiency in English
- University Degree; or equivalent related professional experience
- Experience in customer service-oriented industry
- Hotel/Travel industry experience will be a plus
- Experience with Microsoft Office products and various call center support programs
- Strong ability to adapt to changes, learn new processes and systems quickly
- Operates autonomously with a positive demeanor and a strong work ethic
- Problem-solving and solutions mentality with a passion in providing the best partner and traveler experience
- Ability to handle difficult situations successfully; set expectations and deliver feedback in a positive way
- Ability to identify complexities and maintain ownership of processes and resolve issues
- Excellent time-management and prioritization skills
- Listens carefully and attentively to others’ opinions and ideas
- Being able to understand others' perspectives and clarify meaning before responding
- A keen eye for detail and high-level of accuracy
- Exercise good judgment in decision-making

**About Expedia Group**

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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