Senior Account Manager
Reporting to our Head of Operations, you will be part of the Professional Services team advising hotels how to get the most from our system and their channel distribution, in addition to delivering proactive revenue advice.
Working closely with your portfolio to build relationships, identify new revenue opportunities and promote functionality updates; successfully implementing new ideas to maximise their market share. Assisting with system support and resolving queries from hotels and travel agents. Responsibilities will also include training and customer information quality audits and updates within our inventory management tool (Control Center) and internal database.
Adhering to company service level agreements and deadlines, the candidate must possess a strong eye for detail and aptitude for IT, ability to clearly and confidently communicate with our clients both verbally and by email, with a desire to deliver excellent customer service.
The successful candidate will be able to demonstrate previous experience of working within a busy customer service or account management role. They should also be comfortable to meet with clients’ offsite, to review revenue performance as required.
Key Responsibilities
- Form part of the Account Management Team and Professional Services support rota.
- Supporting hotels through the going live process for GDS representation, Booking Engine activation or implementation of additional services in conjunction with the Sales agents.
- Account management responsibility for some existing accounts and new accounts as they join, to total up to approximately 75 accounts by the end of your first year
– managing individual accounts performance and data and make proactive revenue advice calls to the hotels.
– Ongoing SynXis CRS (Control Center) updates
– Rate building and maintenance
– loading of hotel images
– Regular hotel quality audits - Deliver refresher system training to new and existing hotel members as required to ensure an agreed level of competency. To be delivered via web meeting.
- Log all customer queries; follow up resolutions and activity in internal databases.
- Undertake ad hoc quality checks across account portfolio and complete any remedial action required.
