Requirements: English
Company: The Leading Hotels of the World
Are you passionate about Reservations & Customer Service with a keen interest in the hospitality industry? Are you fluent in Russian and English? As Supervisor, Global Servicing, you will manage a team of three reservationists focused on hotel bookings and customer issue management for LHWs Russia and CIS-based customers.This is a full-time hybrid position located in Milan, Italy. Schedule will be 5 days a week, including some Saturdays.Carry out front-line reservationist duties while supervising 3 direct reports; meeting performance goals such as operational metrics (speed to answer, conversion rate), overall revenue growth, quality assurance, and customer satisfaction ratings.Establish relationships with key stakeholders (travel agents, corporate clients, direct consumers, hoteliers).Oversee workload prioritization across your reservationist team aligned with Global Servicing and Sales strategies.Facilitate weekly check-ins with direct reports and monthly meetings with the Sales team to ensure alignment and progress.Coordinate with the Training Manager to ensure ongoing training related to regional strategy and Global Servicing procedures.Prepare monthly reports summarizing teams operational metrics.Develop substantial product knowledge about member hotels to serve as their representative and ambassador.Incorporate LHWs core values and objectives into daily routines and behavior.Responsibilities :Handle calls, emails, and WhatsApp requests from Travel Trade Agents and Direct customers (mainly Loyalty program members) within Russia, Ukraine, CIS, Eastern Europe, and Israel, providing quotations, making bookings, and facilitating concierge services.Oversee a team responsible for the above tasks.Complete daily and monthly reports according to LHW standards.Provide supervision and support to direct reports.Meet regularly with the Global Servicing strategic team to discuss progress, operational issues, and solutions.Requirements :University degree is essential.Minimum 2 years experience in the hotel or travel industry, with knowledge of the Russian and CIS markets.Understanding of luxury service standards.Excellent communication skills in Russian & English, both verbal and written.Strong listening skills, ability to handle stress, and manage difficult cases.Experience in upselling and cross-selling.Ability to multi-task and manage multiple requests effectively.Team player with a supportive mindset.Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint, SharePoint) and online meeting tools (Microsoft Teams).Experience with Salesforce Service Cloud, Tableau, and WhatsApp is advantageous but not required.About The Leading Hotels of the World, Ltd. (LHW)Comprised of over 400 hotels in more than 80 countries, LHW is the largest collection of independent luxury hotels. Founded in 1928 by 38 hoteliers, LHW offers a curated selection of distinctive hotels, resorts, inns, chalets, villas, and safari camps worldwide. Our community is united by a passion for unique experiences and exceptional service, with a diverse range of destinations from historic palaces to modern urban retreats, private islands, and beyond. Explore, find inspiration, and create unforgettable travel moments with LHWs tiered guest loyalty program, Leaders Club.#J-18808-Ljbffr