Customer Service Agent

Job Description

About the role.

Our Customer Care Advisor team delivers premium, high-touch support to hotel partners, guests, travel advisors, and global sales teams. This role is critical in ensuring seamless service delivery across Group Housing, Exclusive Services, and Special Programs Customer Care, providing detail-oriented, proactive support for complex bookings and operational requests.

RESPONSIBILITIES:

Manage corporate, wholesale, and package reservations, including booking, modifications, cancellations, and reconfirmations while adhering to property-specific procedures and rate guidelines

Provide specialized language support (German, Polish, French, Italian) and English support across Exclusive Services, Group Housing, and Special Programs Customer Care functions

Act as an extension of property operations and global sales teams, ensuring accuracy in reservations, group room blocks, and operational coordination

Handle VIP requests by collecting and communicating detailed guest preferences, special occasions, and arrival information to ensure personalized experiences

Support travel advisors and guests with folio retrieval, billing and commission queries, booking confirmations, and direct property contacts while maintaining privacy compliance

Coordinate ADA requirements, special requests, early check-ins, late arrivals, no-show waivers, and complaint resolution with hotel partners to ensure timely and professional outcomes

Investigate and resolve Virtual Credit Card (VCC) processing issues and manage reservation takeover requests, ensuring proper benefit application where applicable

Monitor and manage open tasks, follow up with properties, and maintain proactive communication to ensure seamless service delivery and issue resolution

Assist with loyalty program support, including enrollment, challenges, and status tracking.

REQUIREMENTS:

Native or fluent in Polish (minimum B2 level), with strong proficiency in English (minimum B1) both written and spoken communication

Previous experience in hospitality, reservations, customer engagement, or travel industry operations

Strong knowledge of corporate, wholesale, and group booking processes

Exceptional attention to detail with the ability to manage multiple tasks in a fast-paced environment

Strong communication and stakeholder management skills, with the ability to collaborate across property teams and external partners

Proactive problem-solving mindset with a commitment to delivering elevated customer service

Ability to manage sensitive guest information with professionalism and confidentiality.

BENEFITS:

Opportunity to work within a high-performing, international hospitality support environment

Exposure to global hotel operations, corporate clients, and premium travel advisors

Career development within specialized service teams supporting complex and high-value bookings

Collaborative and supportive team culture focused on service excellence.