Alexandria, Egypt
Start: 23rd February
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.
Department