After Hours Hotel Support Specialist

SCHEDULE: Friday, Saturday, Sunday & Monday 9pm - 8am EST

PRIMARY PURPOSE:  To deliver exceptional service to customers on substantial loss assignments which require coordination of multiple departments and functions; to serve as a resource for all concierge functions and systems.
 

ESSENTIAL FUNCTIONS and RESPONSIBILITIES
 

• Triages substantial residential and commercial property losses by assessing job needs and determining which contractor(s) will be assigned to the jobs.
• Serves as the point of contact for high net worth clientele.
• Responsible for booking and coordinating hotels
• Coordinates with other support departments to ensure seamless transactions for clients monitoring the job throughout the entire process to ensure adherence to procedures of the referring client.
• Assists with folio and extensions as needed
• Handle inbound calls and email communication
• Attendance during scheduled work hours is required.
   

ADDITIONAL FUNCTIONS and RESPONSIBILITIES
 

• Performs other duties as assigned.
• Supports the organization's quality program(s).
   

QUALIFICATIONS
 

Education & Licensing
High school diploma or GED required.
 

Experience
One (1) year of hotel or customer service experience or equivalent combination of education and experience required.
 

Skills & Knowledge
 

• Strong knowledge of concierge department systems and processes
• Detailed knowledge of other support departments
• Demonstrated ability to resolve issues and handle conflict
• Detailed knowledge of managed repair strategies and processes
• Demonstrated ability to work with other departments to accomplish objectives
• Strong oral and written communication skills, including presentation skills
• PC literate, including Microsoft Office products
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work independently or in a team environment
• Ability to meet or exceed Performance Competencies
• Bi-lingual English/Spanish a plus.

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
 

Mental:  Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
 

Physical:  Computer keyboarding, travel as required
 

Auditory/Visual:   Hearing, vision and talking
 

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.  They are not intended to constitute a comprehensive list of functions, duties, or local variances.  Management retains the discretion to add or to change the duties of the position at any time.