Centralized Support Specialist

The Leading Hotels of the World

. Serve as the shared intake point for Hotel Member Support, Loyalty and other customer inquiries .

Posted 10/9/2026full-timeMilan • ItalyJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in hotel support and customer service processes, with strong troubleshooting skills and the ability to manage multiple cases while meeting SLAs. Proficient in Salesforce Service Console and Genesys, with a focus on stakeholder communication and process improvement.

Highest-signal resume keywords

Salesforce Service ConsoleGenesysHotel Support ProcessesTroubleshooting SkillsCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Hotel Distribution SystemsReservation SystemsCase Management ToolsMicrosoft WordMicrosoft ExcelSynXisGDSOTAsIDSDetail-Oriented

Soft Skills

Problem-Solving SkillsOrganizational SkillsWritten CommunicationVerbal CommunicationStakeholder Trust Building

Industry Keywords

TravelHospitalityCustomer SupportLoyalty ProgramsGlobal Hospitality Environment

About the role

Key responsibilities & impact

Serve as the shared intake point for Hotel Member Support, Loyalty and other customer inquiries
Capture, categorize and prioritize requests in Salesforce Service Console
Resolve defined Tier 1 requests within documented procedures and authority
Route specialized or complex matters through Tier 2 and Tier 3 paths
Retain ownership of intake accuracy and stakeholder communication until receiving-team acceptance
Document case history, actions, supporting information and transfer reasons
Manage and resolve assigned Hotel Member Support queue cases
Perform initial checks for hotel systems and distribution inquiries
Support commercial programs, new-member implementation and defined access requests
Educate member hotels on system functionality, loading standards and best practices
Contribute to knowledge articles, agent guidance and support materials
Meet SLAs, productivity and quality expectations
Identify recurring issues, routing gaps, rejected handoffs and root-cause trends
Contribute to improvements in centralized workflows, Salesforce Service Console, Genesys, automation and self-service
Collaborate across Global Servicing, Loyalty, Distribution, CRM Product, IT, Marketing and other functions

Requirements

What you’ll need

Working knowledge of hotel support, Loyalty and customer-service processes
Familiarity with hotel distribution and reservation systems
Strong troubleshooting and problem-solving skills
Ability to resolve issues within scope and escalate appropriately
Highly detail-oriented and organized, with ability to manage multiple cases, priorities and deadlines while meeting SLAs
Clear and professional written and verbal communication skills
Ability to assess requests, identify owning teams, maintain ownership through handoffs and build stakeholder trust
Comfort using CRM or case-management tools; Salesforce Service Console and Genesys experience preferred
Proficiency in Microsoft Word and Excel
Proficiency in English; additional language skills are an advantage
High school diploma or equivalent required
Minimum 2 years of experience in travel, hospitality, distribution, reservations technology or related hotel-support function
Experience supporting hotels or customers in a global or luxury hospitality environment preferred
Hands-on experience with SynXis or another central reservation system preferred
Familiarity with GDS, OTAs, IDS or distribution interfaces preferred

Benefits

Comp & perks

Competitive Salary and benefits package
Annual incentive opportunity
Up to $500 for home office setup credit
Up to $500 travel credit that supports and encourages our employees’ passion for travel
Collaborative and inclusive work environment
Flexible working arrangements
Hybrid schedule allowing employees to work remotely three days a week