Position: Customer Solutions (Property Management System)
Category: Support
English level: upper
Years of experience: 4


Main duties and responsibilities as Customer Solutions Specialist:

- Responding to customer queries in a timely and accurate way, via email, chat or phone.
- Providing step by step technical help, both written and verbal, with great attention to details.
- Diagnosing customer issues, solving problems and helping with queries about their account.
- Managing a ticket queue based on priority and SLA protocols.
- Share and contribute to the knowledge base
- Working closely with developers and technical teams to ensure customer satisfaction.

Main duties and responsibilities as revenue manager (hostel chain):
- Produce property-level business reporting of all relevant performance KPIs on a daily, weekly, monthly and quarterly basis.
- Provide periodic dynamic forecast of expected results, variances and budget comparisons
- Analyze overall monthly performance and provide summary report with recommendations to improve long-term strategies.
- Set best practice standards for: competitor analysis, environmental scanning, market modeling, distribution yield management, business mix yield management, length of stay yield management, inventory availability by channel, pricing control and new pricing concepts
- Monitor overbooking levels and opportunities daily
- Continually monitor booking pace; respond to unexpected variances
- Perform competitive benchmark studies and follow market trends
- Create and maintain a 12-month rolling demand calendar
- Manage and oversee tactics and strategies for all third-party distribution channels
-Assess, analyze and price group business strategies, including function space and group room contribution to food and beverage
- Regularly check the input and the quality of data points such as segmentation, denials tracking, etc.
- Conduct quarterly property performance review and develop strategic and tactical action
- Evaluate performance of distribution partners and contracted rates (OTA, transient, leisure, tour operator, corporate, consortia, crew, groups, etc.)
- Monitor the cost of distribution by channel and adjust channel mix where necessary
- Promote and measure upsell revenue
- Highly computer literate with an outstanding command of Excel