Coordinator, Instant Service Center

KEY ACCOUNTABILITIES 

• Execute daily transactional tasks with accuracy and efficiency, including but not limited to mailbox management, phone support, processing individual guest reservations, processing group and sales block rooming lists, virtual credit card (VCC) entry and charging using corporate systems, data entry, reservation verification, system navigation, and file maintenance.
• Complete assigned hotel reservations-related operational tasks in accordance with agreed‑upon timelines and service level expectations, ensuring consistent and reliable support for partnered properties.
• Initiate outbound customer contact as needed to address questions, clarify reservation details, or resolve assigned work, maintaining a consistent, professional, and customer‑focused approach.
• Escalate new, unusual, or complex tasks to management in a timely manner.
• Work cross‑functionally with internal teams and partner hotels to streamline processes, improve workflows, and support continuous operational efficiency.
• Proactively identify and report any issues related to systems and/or tools, promptly notifying management and appropriate support teams to minimize service disruption.
• Communicate outstanding requests, service gaps, or operational concerns to Corporate Leaders and/or hotel management that may require additional monitoring or follow‑up. Escalate process inaccuracies, system issues, or equipment malfunctions to the appropriate management and support groups.  
• Foster teamwork and service excellence through regular collaboration with Instant Service Center colleagues and key contacts within enrolled hotel departments.
• Perform additional duties and participate in special tasks or projects as assigned, in support of operational and business objectives. 

Required Education, Experience, Technical Skills and Knowledge 

Education

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.  

Experience

• At least 1 year of progressive work-related experience with demonstrated proficiency in customer service and/or reservation in the Hospitality or Service industry.  

Technical Skills and Knowledge

• Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user.  Must be able to provide clear instructions and remain composed and professional when handling emergency situations.  
• Experience as customer support representative is an advantage  
• Experience with Opera or reservation booking systems is a plus  
• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center  
• Demonstrated ability to keep current with industry trends/changes  
• Demonstrated attention to detail and ability to manage multiple tasks/clients required  
• Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.  
• Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions required.  
• Demonstrated experience with MS Office products  

Physical Requirements

• The team is following the hybrid work set-up (2-3 days onsite work).  Work is typically performed in a normal office environment and an opportunity to work from home on certain days as agreed upon with the team. 
• Readiness for 24/7 shift and operations.  
• Work Schedule: Graveyard shift aligned with the AMER (Americas) region time zone, including weekends and holidays as business needs require. 

Note: The statements in this job description are intended to represent the key duties, essential nature and level of work being performed.  Details in this document are not intended to be all responsibilities or qualifications of the job.