Specialist, Centralized Support

Position Overview

The Leading Hotels of the World is seeking a Specialist, Centralized Support serving as a consistent first point of contact for support inquiries from member hotels, customers and internal LHW teams. For the foreseeable future, the Specialist spends the majority of the role directly managing and resolving cases in the Hotel Member Support queue while also supporting the expansion of centralized intake to Loyalty and other customer inquiries.

The role captures, assesses and prioritizes requests in Salesforce Service Console; resolves defined inquiries within scope; and routes specialized or complex matters to the appropriate Loyalty, Distribution, Reservations or other functional team with complete documentation and a confirmed handoff. The Specialist retains ownership of accurate intake and stakeholder communication until the receiving team accepts the case; following acceptance, the receiving function owns specialist investigation, resolution and closure. The Specialist also identifies recurring needs that can improve centralized workflows, knowledge content, responsiveness and the overall support experience. This role reports to the Associate Manager, Centralized Support.

This is a full-time position based in Milan. Our hybrid schedule allows employees to work remotely three days a week and requires office attendance on Wednesdays and Thursdays.

Key Responsibilities

Centralized Intake Triage and Case Coordination

• Serve as the shared intake point for Hotel Member Support inquiries and, as the centralized model expands, Loyalty and other customer inquiries from customers, member hotels and internal LHW teams.

• Capture, categorize and prioritize requests in Salesforce Service Console using agreed information requirements, service levels and routing rules.

• Resolve defined Tier 1 requests within documented procedures and authority, and route specialized or complex matters through the established Tier 2 and Tier 3 paths for the relevant function.

• Retain ownership of accurate intake and stakeholder communication until the receiving team confirms acceptance. Document the case history, actions taken, supporting information and reason for transfer before handoff; once accepted, the receiving function assumes ownership through resolution and closure.

Hotel Member Support Queue and Tier 1 Resolution

• Spend the majority of the role directly managing and resolving assigned cases in the Hotel Member Support queue, recording actions, decisions, stakeholder communication and resolution in Salesforce Service Console.

• Perform documented initial checks for hotel systems and distribution inquiries. Route cases requiring distribution setup, connectivity changes, channel activation, Service Bureau activity, specialist troubleshooting or technology-partner engagement to the Distribution team.

• Address defined Tier 1 Loyalty and customer inquiries and route matters requiring policy interpretation, account adjustment, exception approval, reservation servicing or specialist investigation to the appropriate functional team.

Commercial Programs New Member and Access Support

• Support Brand Marketing Offers, Leaders Club Members Only Sales and other commercial programs through hotel guidance, assigned Tier 1 actions and compliance audits, routing specialist distribution or Loyalty work to the owning function.

• Coordinate assigned hotel-facing and Tier 1 activities for new-member implementation; route distribution setup, connectivity, channel activation and specialist system work to the Distribution team.

• Assist hotels and internal users with defined access requests, including SynXis user IDs, two-factor authentication SynXis System incident management notifications and LHW Hotelier Portal access; route interface, GDS and Channel Connect implementation or configuration work to Distribution.

Knowledge Education and Tier 1 Readiness

• Educate member hotels on system functionality, loading standards and best practices through clear written guidance, one-to-one support and webinars.

• Build knowledge across Hotel Member Support, Loyalty and other participating areas and maintain readiness to handle the Tier 1 request types agreed with each owning function.

• Identify recurring questions and emerging training needs and contribute accurate content to knowledge articles, agent guidance and support materials.

Service Performance and Continuous Improvement

• Meet established SLAs, productivity and quality expectations while balancing accuracy, urgency and a professional hotel and customer experience.

• Flag recurring issues, routing gaps, rejected handoffs and root-cause trends to the Associate Manager and contribute operational input to centralized workflows, Salesforce Service Console, Genesys, automation and self-service improvements.

• Collaborate across Global Servicing, Loyalty, Distribution, CRM Product, IT, Marketing and other functions to support consistent intake, Tier 1 service, accepted handoffs and resolution.

Skills

• Working knowledge of hotel support, Loyalty and customer-service processes, with sufficient familiarity with hotel distribution and reservation systems to assess requests and route them accurately.

• Strong troubleshooting and problem-solving skills, with the judgment to resolve issues within scope and escalate appropriately.

• Highly detail-oriented and organized, with the ability to manage multiple cases, priorities and deadlines while meeting SLAs.

• Clear and professional written and verbal communication skills, with the ability to adapt communication for hotel users, customers and internal partners.

• Ability to assess varied requests, identify the appropriate owning team, maintain ownership through handoffs and build trust with stakeholders across functions, regions and cultures.

• Comfort using CRM or case-management tools; Salesforce Service Console and Genesys experience is preferred.

• Proficiency in Microsoft Word and Excel and confidence learning new systems and digital tools.

• Proficiency in English; additional language skills are an advantage.

Qualifications & Experience

• High school diploma or equivalent required; additional college coursework or relevant technical training preferred.

• Minimum 2 years of experience in travel, hospitality, distribution, reservations technology or a related hotel-support function.

• Experience supporting hotels or customers in a global or luxury hospitality environment preferred.

• Hands-on experience with SynXis or another central reservation system and familiarity with GDS, OTAs, IDS or distribution interfaces preferred.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• Competitive Salary and benefits package
• Annual incentive opportunity
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Collaborative and inclusive work environment
• Flexible working arrangements

About The Leading Hotels of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld.

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.