[{{ $ctrl._job.status.name | translate}}] VIP and Partner Services Team Leader


Job description

Who are we?

You may not have heard of SiteMinder, but If you’ve ever booked hotel accommodation online, chances are, you’ve used one of our products. We are the leading cloud platform for hotel integrations and bookings with a presence in more than 160 countries, focusing on disruptive solutions for the hotel industry since 2006, we have grown to more than 30,000 hotel customers. For over ten years we've been changing the way hospitality works empowering hotels to attract, reach and convert guests across the globe.

What do we have available?

The VIP and Partner Services Team Leader is responsible for leading, developing and co-ordinating the VIP and Partner Services Consultants to deliver consistently high levels of customer services to our priority customers who use our SiteMinder products. As a Team Leader you will mentor and guide your team and ensure that case workload is prioritised correctly in order to deliver successful operational and quality KPI outcomes for our VIP and Partner customers.

What is it like to work with us?
Our customer service team tell us that they enjoy the fun, friendly and energetic environment. Many of the people we hire come recommended by friends or colleagues already working with us so we encourage you to check your network and see if someone you know is already part of the SiteMinder team to ask them directly about our culture. We’re no longer a start-up but we are still growing fast, which can be challenging. We’re young in our journey and we are working on a variety of initiatives to support our staff in getting the best experience in their SiteMinder career.
Check out our website to find out more about us, the story of our founders is also inspiring and definitely worth a watch. You can find us at www.siteminder.com there’s a whole lot of information that should help inform your decision to apply. If you think you are a fit, we’d love to hear from you!


As a Team Leader you will:

  • Be a mentor and people leader for your team of VIP and Partner Service Consultants
  • Oversee support for all SiteMinder labelled products and services to our customers in the APAC region
  • Be setting realistic targets, schedules and deadlines in order for the team to manage their case workload
  • Monitor and analyse your team’s training needs in line with our KPI’s and identify any knowledge gaps to ensue Consultants are delivering a high level of customer satisfaction
  • What does a successful Team Leader look like:
  • An experienced people leader who has coached, mentored and guided their team to success within a service desk environment
  • Have a successful track record of engaging and developing team members
  • Experienced in identifying and implementing process improvements
  • Experienced in identifying and motivating high achievers but can also provide effective feedback and have difficult conversations
  • Have the ability to work as part of the Service Delivery Management team in order to develop and implement best practice, share knowledge and meet the Service Delivery SLAs and KPIs
  • Highly experienced and passionate about providing high levels of customer service, conflict resolution and troubleshooting
  • SiteMinder Values:
  • Think Customer - see everything from the customers perspective
  • Be in the Game - passionate high performers - no spectators
  • Own it Finish it - be decisive, accountable
  • OK is not OK - make what you do great, challenge the status quo
  • Be Candid - have regular, open and sometimes difficult conversations
  • Job type
    Sydney, Australia
    Starting in
    As soon as possible


    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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