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Customer Service & Commission Services Specialist (m/f/x) - based in Germany

Remote, Hybrid
  • Frankfurt, Hessen, Germany

Job description

Independent hotels and strong brands

BWH Hotels is a leading, global hospitality enterprise comprised of three hotel companies, including WorldHotels™, Best Western® Hotels & Resorts and SureStay Hotels®. The global enterprise boasts approximately 4,300 hotels in over 100 countries and territories worldwide*. With 19 brands across every chain scale segment, from economy to luxury, BWH Hotels suits the needs of developers and guests in every market.

For our upscale & luxury Brand WorldHotels, we are seeking a Customer Service & Commission Services Specialist (m/f/x) at our head office in Frankfurt or remote in Europe. You've come to the right place if you feel at home in the world of hotel reservations and enjoy internal support for our Hotels worldwide. In this role, you support with modifying hotel reservations, Travel Agent commission claims and general support for our member hotels. You feel comfortable in an agile, young team and are not afraid to tackle your customers' challenges on your own responsibility.

For us, benefits are a matter of course and we are constantly working on expanding the employee offerings. What we currently offer you, when you join our team in Germany:

  • Regular, though flexible working hours & the freedom to work from home (or elsewhere)
  • Mental health program with OpenUp
  • Subsidy to Lunch (in our office canteen as well as over our Lunch-It app when working remote)
  • Corporate Wellness & Training Platform Wellbeats
  • Employee and Friends & Family rates at all BWH Hotels (Best Western, WorldHotels, SureStay Hotels and sub-brands)
  • Various training and development possibilities
  • An amazing working culture and the best colleagues in the world
  • Business Bike leasing opportunity (after successful probation for unlimited contracts)
  • Corporate Benefits and Discounts at many shops and brands
  • Subsidy to 49-Euro Ticket

The main goals of the position are:

  • Customer Service: Handle reservation modifications and provide support to hotels; Address issues such as missing information, invalid credit cards, and sending reservation confirmations
  • Commission services: Facilitate commission onboarding and provide training and support to hotels, assist travel agents with commission claims, support Accounting with Reservation Fee Invoice questions
  • Projects: Support of RFP Team in various projects, Update Standard Operating Procedures (SOPs) and guidelines to ensure best practices
  • GDS Helpdesk: Communicate with GDS travel agents on booking modifications, confirmations, payments, and other related tasks
  • RFP Management: Serve as a backup for Marketing or Consortia RFPs management

Job requirements

    • Knowledge of commission tools and hotel distribution systems (e.g. PMS, CRS, GDS, OBT) desirable
    • Knowledge of SynXis CR (powered by Sabre Hospitality) is an advantage
    • Microsoft 365 knowledge
    • Fluent in spoken and written English - German and/or other foreign language is beneficial

Sounds too good to be true? Don't wait, hit apply now! We welcome candidates of all ages and backgrounds to apply. Join us in creating an environment where Diversity, innovation and collaboration thrive.