Lodging Service Associate - Spanish/English Support at Expedia Group

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Travel, Hospitality, TechnologyIndustries

Requirements

Proficiency in English and Spanish
Experience in customer service industry
Hotel/Travel industry experience (preferred)
Bachelor’s degree in related field or equivalent related professional experience
Tech savvy
Analytical
Familiar with accounting terms and financial operations (asset)
Strong ability to adapt to changes and learn new processes and systems quickly
Solutions approach and true interest for the partner and traveler experience
Exercise good judgment in decision-making
Proactive
Excellent time-management and prioritization skills
Listens carefully and attentively to others’ opinions and ideas
Listens to others’ perspectives

Responsibilities

Utilize advanced customer service skills and collaborate with cross-functional teams to address customer inquiries
Escalate issues as necessary to resolve complaints and complex problems through various support channels, including live chat, inbound and outbound calls, and email/case management
Use strong problem-solving abilities to provide accurate responses with a positive approach and service behavior
Respond to inquiries or requests in inventory management, data entry, including calling partners to resolve current and future issues
Building and updating products
Collaborate with internal teams to respond to critical and elaborate hotel partner issues
Proactively call out systemic issues and process gaps to leads/seniors
Handle financial transaction support (disputes, questions, etc.) to partners across multiple account models when required
Administer accounting related processes, including accounts payable inquiries from lodging partners when required
Promote valuable services such as assisting hotel partners to self-serve
Perform additional tasks associated with test & learns, content or process improvement as assigned
Assist and encourage customers in using company's platforms and systems and generally promote company's services and product
Assist partner onboarding their property on the platform; ensure that the product is complete and accurate, by types of room build, rate plans, rates and inventory

Skills

Key technologies and capabilities for this role

Customer ServiceSpanishEnglishPartner OnboardingIssue ResolutionCross-functional CollaborationEscalation Management

Questions & Answers

Common questions about this position

What benefits does Expedia Group offer?

Expedia Group provides a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model with cool offices, and career development resources.

Is this a remote position or what's the work arrangement?

The role offers a flexible work model, with some pretty cool offices mentioned.

What skills are required for the Lodging Service Associate role?

The position requires advanced customer service skills, strong problem-solving abilities, Spanish/English bilingual support, and collaboration with cross-functional teams.

What is the company culture like at Expedia Group?

Expedia Group fosters an open culture where everyone belongs, differences are celebrated, and success is shared, guided by Values and Leadership Agreements with people first.

What makes a strong candidate for this position?

Motivated individuals with an obsession for customer satisfaction, dedication when dealing with partners and travelers, and strong problem-solving skills stand out.

Expedia Group

Travel booking platform for various services

About Expedia Group

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users to various travel options, including flights, hotels, car rentals, vacation packages, and activities, allowing them to find and book trips that fit their needs and budgets. The company generates revenue primarily through commissions from bookings made on its platforms and through advertising, where travel service providers can promote their offerings. Unlike many competitors, Expedia Group not only serves individual travelers but also partners with travel agencies and corporate clients, providing them with valuable data and tools to enhance their operations. The goal of Expedia Group is to create a seamless travel experience for users while supporting its partners in growing their businesses.

Bellevue, WashingtonHeadquarters

1996Year Founded

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

Benefits

Paid Vacation

Parental Leave

Hybrid Work Options

Professional Development Budget

Risks

Riyadh Air's entry into the market could increase competition for Expedia.

CFO transition may lead to strategic shifts or instability in financial management.

Expedia's partnership with Mondelez WTR may not yield expected results due to economic uncertainties.

Differentiation

Expedia Group operates a diverse portfolio of travel brands, including Expedia and Vrbo.

The company offers a comprehensive suite of services for travelers and travel-related businesses.

Expedia Group partners with service providers, offering data, tools, and technology to optimize operations.

Upsides

Increased demand for personalized travel experiences enhances Expedia's AI-driven recommendation systems.

The rise of 'workcations' allows Expedia to market longer stay packages.

Sustainability in travel is a priority, enabling Expedia to promote eco-friendly options.

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