Properties Assistance Coordinator-Paris

Properties Assistance Coordinator-Paris

Properties Assistance Coordinator-Paris


Job ID #: 19544
Company: Partner Services
Location: FRANCE - Paris
Functional Area: Hotel/Hospitality
Employment Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: Not Indicated
Relocation Provided: To be determined






Position Description
Team Overview
The Properties Assistance team focuses on providing operational support for PSG Market Management and support for Expedia customers and Expedia hotel partner (supplier) experience including efficient transaction processing and providing mission critical linkages between our customers, Expedia and our partners.

Position Description
The Properties Assistance team supports PSG Market Management, Expedia customers and suppliers in key operational tasks including, but not limited to; Contract loading, Production loading, DRR loading, Extranet Training/Password Resets etc, Expedia Pay training, Customer Service issue management, Content escalation issues, Payment and accounting issues, Room type and rate plan creation. Properties Assistants will also be involved in miscellaneous project work and data entry.

Responsibilities:
Works directly with Expedia hotel partners (suppliers) in Expedia systems on behalf of market management teams in inventory management and other systems, training and support.
Successfully gather and analyze information in supplier case management
Makes effective decisions within his/her authority supporting Expedia suppliers, escalate as necessary.
Investigates and takes action to meet Expedia's needs.
Growing functions in support of suppliers - inventory management services, data entry, and training.
Exercises good judgment in decision-making on behalf of supplier relationship management
Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications.
Be highly effective in managing multiple projects simultaneously.
A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely
Maintain acceptable quality scores on all calls.
Maintain acceptable level of performance.
Provide solutions to the customer and provide any additional customer service /education as needed.
Flexibility and willingness to assist where and when needed as directed by Manager.
Answer and resolve first level hotel partner queries.
Assist the Market Manager & Market Revenue Specialist in all administrative related process and tasks
Manage the process of content and photo administration.
Manage the process of contract and promotion administration.
Manage all accounting related process including accounts payable inquires from hotels.
Provide training for hotel partners on the Expedia systems.
Handle the initial phase of hotel guest relocations.
Add hoc project support
Data entry projects

Qualifications:
Fluent proficiency & comprehension in English and French is required
High school degree required or related work experience.
Highly organized and detail oriented with a very strong focus on process, trends, and root cause analysis
Strong ability to multi-task while effectively communicating with suppliers
Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience
Team player.
Highly efficient internet and phone skills, MS Office programs and highly proficient/comfortable with computers
Ability to work and thrive in a multi-tasked, fast paced environment.
Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
Strong time management skills
Ability to develop effective solutions to difficult problems or situations
Is confident about his/her ability to contribute effectively
Independently driven to learn new applications, technologies, and skills
Responds effectively under stressful situations
With guidance, learns quickly on the job
Takes responsibility for his/her actions and is receptive to constructive criticism

Work Experience and Education Guidelines:
Degree level background
Travel industry background with customer service support experience (preferred), but could be a university graduate with the appropriate competencies
Previous experience in customer care position (preferred).

Core Competencies:
Problem Solving/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, communicates decisions to others.

Organizational Effectiveness - Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and get things done in a complex multi-level organization.

Customer Focus - Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

About Expedia, Inc.
Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: ®, ®, Hotwire®, EgenciaT, Expedia Local ExpertT, Classic Vacations® and eLongT. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit (NASDAQ: EXPE).