Specialist-Customer Resolution
Core
Liaising with guests and hotels to investigate, respond to, and resolve customer issues while creating long-term loyalty and building brand equity.
Role type
Customer Resolution Specialist
Builds
Resolved customer cases and improved service processes
Domain
Hospitality / Customer Service
Deliverable
client delivery
Required skills
Creative problem solving, Customer service, Negotiating skills, Case management, Stakeholder coordination, Trend identification
Responsibilities
Receive, review, document, and manage customer resolution cases from intake through closure; Investigate customer and hotel concerns by gathering information and coordinating with stakeholders; Communicate with customers regarding case status and resolution activities; Document customer interactions and resolution outcomes within designated systems; Coordinate with hotels, departments, and internal stakeholders to obtain information and support issue resolution; Escalate cases according to established procedures when additional review or support is required; Monitor open cases and complete follow-up activities necessary to support case resolution; Review customer feedback and case outcomes to identify recurring issues and trends; Communicate findings and process improvement opportunities to leadership and business partners.