Customer Experience Specialist

5 days ago


Surabaya, East Java, Indonesia tiket Full time

We prioritize user satisfaction in our travel services. As a crucial member of our team, you will focus on developing and maintaining strong relationships with hotel partners, ensuring their administrative needs are met, and driving business growth.

Main Objectives:
  • Manage hotel partnerships, handling all administrative tasks, including extranet training, new registration, contract loading, content loading, hotel activation, and hotel record management via phone, video conference, and email.
  • Create and execute strategies to identify and acquire new hotel partners, manage existing accounts assigned by Area Manager/Senior Market Manager, build strong relationships with hotel partners, and negotiate commercial conditions to secure promotional rates and increase margins.
  • Monitor and improve price competitiveness and room inventory availability at all times to enhance customer bookings.
  • Collaborate with other departments to support customer bookings.
  • Accountable for meeting SLA targets, achieving personal KPIs, and contributing to the overall hotel department's goals and KPIs.
  • Educate hotel partners on effective booking management strategies.
  • Update and refine hotel content to ensure accuracy and reflect current hotel information and facilities, ultimately boosting overall hotel bookings.
  • Participate in company-wide campaigns and tactical promotion projects.
Required Skills and Qualifications:
  • A minimum of 1 year of experience in the Travel/Hotel Industry.
  • Bachelor's Degree or equivalent.
  • Good understanding of the Travel/Hotel Industry.
  • Awareness of extranets and channel managers.
  • Proficiency in Microsoft Office.
  • Strong command of English (writing and speaking).
  • Willngness to be based in Surabaya.


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