Customer Service Specialist

Hotel Operations Support Specialist

This role supports hotel leaders and suppliers by providing customer service, supply chain guidance, training, and purchasing support. The candidate will manage a high volume of emails, handle approximately 3 customer-related calls per day, track activities in Salesforce and Microsoft Teams, analyze trends, and work cross-functionally to improve supplier adoption and hotel purchasing outcomes.

Ideal Candidate Profile:

• Hospitality or hotel operations background

• Procurement, purchasing, or supply chain experience

• Strong customer service and problem-solving skills

• Comfortable handling dissatisfied customers professionally

• Experienced with Salesforce, Teams, and Microsoft Office

• Self-starter who can work independently and influence others

• Strong analytical and relationship-management skills

Key Responsibilities:

• Manage heavy email volume and customer inquiries.

• Handle supplier and purchasing-related support calls.

• Support hotel leaders with procurement and supply chain guidance.

• Identify trends and recommend process improvements.

• Track activities and reporting in Salesforce and Microsoft Teams.

• Conduct coaching and training sessions for hotel teams.

• Collaborate with internal stakeholders and suppliers.

• Support strategic initiatives and supplier expansion efforts.

• Resolve customer and supplier concerns professionally.

Must-Have Qualifications:

• High School Diploma or GED.

• 2+ years of customer service experience.

• 1+ year of hospitality, procurement, supply chain, or hotel operations experience.

• Experience in hotel operations, hotel sales, or procurement.

• Strong Microsoft Office skills.

• Excellent written and verbal communication.

• Ability to manage multiple priorities simultaneously.

Preferred Qualifications:

• Bachelor's Degree.

• 3+ years of hospitality, procurement, supply chain, or operations experience.

• Spanish bilingual skills (preferred, not required).