Share this job.

Accommodation Services Consultant (m/f/d)

City:  Sydney
Job area:  Corporate Functions
Job field:  Customer Service
Seniority Level:  Associate
Date:  Jan 13, 2022

At HRS we're revolutionizing managed lodging programs for corporations, hotels and business travelers worldwide with our proprietary technology and expertise. The company is committed to facilitating safety, savings, security, satisfaction and sustainable hotel options for its global client roster. Leveraging its unique Lodging as a Service platform, HRS oversees the totality of corporate hotel programs for its clients, from initial procurement and rate assurance to booking, virtual payment and expense management.

With more than 65,000 hotels joining HRS’ Clean & Safe Protocol in 2020, and the recently launched Green Stay Initiative, the company provides newly-prioritized information on key decision factors impacting post-pandemic travel.

The company’s data-driven solutions deliver savings and performance for corporations across all hotel categories, including transient, meetings and long-stay lodging scenarios – all while digitizing processes on the hotel side for a better traveler experience. Founded in 1972, HRS today works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and independent hotels.


We are looking for a Sydney based Accommodation Services Consultant (m/f/d) to support our growing customer-base and hotel partners, managing online and offline transactions, processing inquiries and assisting with dispute resolution, always aiming to exceed expectations and deliver unparalleled service to our customers and hotel partners.#LI-RS1


Your challenge:

  • Action client business travel accommodation enquiries (online, phone, email) within contracted Service Level Agreement (SLA)
  • Taking responsibility and working independently, as part of a broader team and network, to deliver customer support via telephone, email and our online solution, including group transactions and dispute resolution with a solutions-focus
  • Maintain a positive and ‘can-do’ attitude in a fast paced environment, when investigating and reviewing disputes and/or providing resolutions to customer or hotel partners
  • Provide professional, clear and concise communication via telephone or email at all times, internally and externally of the company
  • Independent prioritisation and organisation of work based on priority level
  • Follow up on cases that could not be handled by 1st Level support
  • Maintain a dual-relationship focus and act as an intermediary between our customers and partner hotels
  • Maintain the customer data in the system, ensuring accuracy and confidentiality is maintained at all times 
  • Contribute to the continuous improvement of the service 
  • Assist all other miscellaneous tasks as required by the Team Leaders and Accommodation Services Manager

For this exciting mission you are equipped with...

  • Professional experience in the customer service industry, with dispute management and resolution preferably
  • Experience working with customers via telephone and email, with the ability to maintain professionalism and sensitivity on all correspondence
  • Solutions-focussed with acute attention to detail; ability to solve complaints like a puzzle, i.e. arranging all parts quickly and solving them appropriately, achieving a positive outcome
  • Good PC skills and competence in working with IT applications
  • Willingness to work within a team environment and take responsibility for your work 
  • Flexibility required in hours of operation to cover busy periods and business needs, including adhering to any shift changes based on a fortnightly roster
  • Fluency in English, verbal and written


Your perspective:

Working with a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to revolutionize the business travel industry and reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.


Req ID:  11541

Job Segment: Travel Industry, Travel, Customer Service