[{{ $ctrl._job.status.name | translate}}] GDS Services Consultant
SiteMinder

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Job description

SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we continue to challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 30,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After receiving a $30M investment from a Silicon Valley investor, we launched our Dallas office in 2014 on a mission to take over the American hotel market. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us an industry pioneer.


The Role
Specialist Services Consultant

As part of the Global Distribution System (GDS) and Meta Services team, this role (officially titled Specialist Services Consultant) will deliver consistently high levels of customer service to SiteMinder's priority customers. The Consultant will coordinate GDS deployment projects for independent hotels and hotel chains, including training the customers to ensure successful implementation and providing ongoing operational support.

Sound like you fit in?

Then we’d love to hear from you! Please submit your CV through the job board and our Talent Acquisition team will keep you informed of any next steps or the status of your application.

Requirements

As a Specialist Services Consultant, you will:

  • Provide technical support to GDS and Meta customers for all SiteMinder labeled products and services utilizing email, phone and other avenues as appropriate.
  • Resolve complex GDS/Meta customer problems, escalations and complaints in an effective and timely manner.
  • Coordinate large and VIP GDS and Meta deployments and training, set the customer expectations and resolve any customer issues.
  • Serve as a GDS and Meta Subject Matter Expert.
  • Arrange reservations systems – CRS, GDS and Meta staff training, knowledge and awareness sessions.
  • Respond to customer GDS and Meta feature and functionality requests from various internal/external channels.
  • Perform briefings to staff on Reservations Management - CRS, GDS Services technical changes, projects and deployments
  • Identify individual customer support, set up and training requirements.
  • Troubleshoot and diagnose any customer issues in line with SiteMinder Customer Service Guidelines, ensuring compliance to service level agreements (SLAs).
  • Ensuring that all issues are logged accurately on SiteMinder’s CRM system (Salesforce) and that all cases are closed in a timely manner.
  • What you bring:
  • Professional experience in the hotel/travel technology industry, including familiarity with major GDSs and CRSs.
  • Experience and passion for providing high levels of customer service.
  • Track record of providing high-level technical support and/or training and an excellent understanding of SiteMinder or competitor products.
  • Experience working and thriving within an SLA and KPI-driven environment.
  • Ability to manage time effectively and prioritize workload appropriately.
  • A demonstrated commitment to our SiteMinder values.
  • SiteMinder's values:
  • Think customer - See everything from the customer's perspective.
  • Be in the game - Passionate high performers, no spectators.
  • Own it, finish it - Be decisive and accountable.
  • OK is not OK - Make what you do great, challenge the status quo and innovate.
  • Be candid - Have regular, open and sometimes difficult conversations.
  • Job type
    Fulltime job
    Location
    London, United Kingdom
    Department
    Other
    Languages
    English
    Starting in
    As soon as possible

    SiteMinder

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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