Lodging Service Associate
If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.
Lodging Service Associate (English Speaker)
Expedia Group is currently looking for motivated individuals who have an obsession for customer experience, to join our Lodging Service Operations team.
In this position, you will focus on supporting the onboarding process of new hotel partners on our platform, and on maintaining property content on our branded websites by resolving requests submitted by partners and internal teams, providing inbound and outbound support to our partners. By continually putting yourself in the shoes of the partner, you will help them attract travelers and realize more opportunities to increase revenue.
You will be versatile in handling multiple software programs, prompt and accurate in your responses in email and phone communications providing a clear, rapid, competent support experience.
Using dedication and compassion when dealing with our partners, you will work closely with other departments to ensure the best resolution at first contact will be given to them.
What you'll do:
Onboard new properties and apply content using the company guidelines, while performing ongoing maintenance of property content by gathering and confirming data about property amenities, on-site services, and contact information
Edit existing property content in English, including paragraphs, amenities, and photos; address change requests, clarifying details
Assign star ratings within company guidelines, and categorize by themes and structure types
Educate partners on tools and processes that will optimize their product on our sites while encouraging them to self-serve
Respond to inquiries or requests of inventory management and data entry, including calling partners to resolve current and future issues
Build new and/or handle updates to existing room types and rate plans, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules
Collaborate with internal teams to address critical hotel partner issues
Proactively raise systemic issues and process gaps
Offer financial transaction support (disputes, questions, etc.) to partners across multiple account models when necessary
Participate in test & learns, content, or process improvement as assigned
Who you are:
Proficiency in English
University Degree; or equivalent related professional experience
Experience in customer service-oriented industry
Hotel/Travel industry experience will be a plus
Fluency with internet, computer usage, and web-based application skills
Experience with Microsoft Office products and various call center support programs
Strong ability to adapt to changes, learn new processes and systems quickly
Operates autonomously with a positive demeanor and a strong work ethic
Problem-solving and solutions mentality with a passion in providing the best partner and traveler experience
Ability to handle difficult situations successfully; set expectations and deliver feedback in a positive way
Ability to identify complexities and maintain ownership of processes and resolve issues
Excellent time-management and prioritization skills
Listens carefully and attentively to others’ opinions and ideas
Being able to understand others' perspectives and clarify meaning before responding
A keen eye for detail and high-level of accuracy
Exercise good judgment in decision-making
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Malaysia - Selangor - Subang Jaya
Operations & Services
ID # R-78479
Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.