Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Market Operations team.
In this position, you will focus on maintaining property descriptions and resolving requests for content updates submitted by hotels and internal teams.
Supporting the onboarding process of new hotel partners brand websites. By putting yourself in the shoes of the partner, you will help them attract travelers
You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.
Dedicated and compassionate when dealing partners and travelers, you will work closely with other departments to ensure the best resolution, first time.
What you'll do
Create new hotel content and perform ongoing maintenance of hotel content by capturing and confirming data about property amenities, on-
site services, and contact information. This involves contacting the hotel to gather information as well as using a checklist to ensure requisite data is gathered
Ensure that the product is complete and competitive, by the types of room build, rate plans, rates and inventory are loaded by the hotel or via their Channel Manager
Loading promotions for the properties, as agreed by the Market Manager during contracting
Edit existing hotel content in English, including paragraphs, amenities, and photos; address change requests, clarifying details, when necessary, while adhering to style guidelines, defined processes, classifications, and image standards;
call the hotel to gather information; and answer a checklist of questions about the property
Assign star ratings within star rating criteria guidelines, and categorizing by themes and structure types
Solidly understand different lodging / property types in the travel industry and the differing services and amenities featured
Make decisions and apply content appropriately following defined processes and classifications
Acquire photos through web scraping and contacting hotels; moderate and load photos; classify photos per criteria
Work efficiently towards daily targets and team metrics (due dates); complete all work to program standards as defined for each process;
focus on continuous improvement
Train hotel partners on tools and processes that will optimize their products on our sites
Provide project support for other content tasks, as assigned
Who you are
Proficiency in English and Mandarin language skills
University Degree; or equivalent
Experience in customer service oriented industry.
Hotel / Travel -industry experience will be a plus.
Fluency with internet, computer usage and web-based application skills
Experience with Microsoft Office products and various call center support programs.
Familiar with accounting terms and further financial operations will be an asset.
Relentlessly Strive for Better
Solutions mindset and a real passion for the partner and the traveler experience.
Ability to handle situations effectively; to set expectations and deliver information in a positive way.
Have a Bias to Action
An individual who will take ownership of problem resolution.
Excellent time-management and prioritisation skills.
Be Open and Honest
Listens carefully and attentively to others’ opinions and ideas
Listens to others’ perspectives and clarifies meaning before responding.
Be Data Driven and Business Judgement Led
Keen eye for detail and high level of accuracy.
Exercise good judgment in decision-making