Core:
Ensuring that STR Global maintains its position as the market leader in global hotel benchmarking, you will be part of the client services team which is the backbone of our company’s operations. This role offers a variety of daily tasks, which help us to give our clients an effective and efficient service whilst protecting our data integrity and quality.
You will be responsible for contacting clients for their daily, monthly & annual data submissions, loading their operating statistics into the database and resolving any data issues and anomalies. As you will also be in regular contact with clients (both external and internal) strong communication and interpersonal skills are a pre-requisite. As our surveys are produced to a specific timetable, you will need to be highly organised in your approach to work, with an ability to prioritise tasks and follow through. You will be able to manage a variety of tasks to a high standard, often within tight deadlines.
To be successful you will need to be confident in dealing with numbers and have a strong eye for detail, an understanding of hotel performance statistics is preferable, though not essential.
Responsibilities:
- Manage the relationship with a number of hotel companies, ensuring that their data is received within the required time frames. This will involve regular communication via telephone and email. You will also work closely with the marketing team to ensure the timely release of preliminary and final survey data.
- On receiving the data from the hotel companies you will ensure that this is prioritised and entered accurately into database. Once this has been loaded you will be responsible for running a variety of quality control reports to ensure that the quality is of the highest standard.
- You will be responsible for ensuring that all data has been rigorously checked and any anomalies investigated and resolved. So our clients derive maximum value from our products, we need to release these to them at the earliest opportunity whilst ensuring that the highest standards of data integrity is maintained. Ensure that data issues are quickly and satisfactorily identified and resolved. As data issues may also be identified by other members of the team you will be responsible for ensuring that these are effectively co-ordinated before contacting the client. Again given the tight time frames you will ensure that these are dealt with quickly and efficiently.
- Maintain and update a variety of other key information in the database. You will also be responsible for ensuring that new hotels joining the survey are set up so their data can be captured. This will include undertaking research on company websites to find out information on specific properties including, hotel address, brand, operator, number of rooms and its facilities. This is essential to continue to grow the survey and maintain our position as market leader.
- Ensure that client contact details are correct and up to date. As hotels join the survey or as their contacts change you will be responsible for managing their online access to our products. Thereby ensuring that the survey continues to have a high profile with our clients.
- You many need to investigate client queries and are required to respond to them within 24-hours. These queries will relate to the reports they receive from us and it will require a detailed view on data and reports to spot the error and make the necessary changes if needed or inform the client how to read the report correctly.
- You will be responsible for the checking and approval of data, and so will need to keep our validation rules up to date to ensure our data quality is protected at all times.
- Update a number of other information databases as required.
Experience required:
- Minimum of 3 A’levels. HND in Hotel Management (or related subject) preferred.
- Prior experience of the hospitality industry preferred, but not essential.
- Computer literate, experience of MS Word, MS Excel and MS Outlook essential.
- Ideally a second language (German, French, Spanish, Italian preferred).
- Highly numerate with an eye for detail and a strong desire for accuracy.
Skills required:
- Administration – completes all documentation accurately and thoroughly.
- Numeracy – confident in dealing with numbers, able to easily identify and resolve errors.
- Attention to detail - essential to ensure the release of accurate hotel performance data.
- Client focused – ability to anticipate and respond to client requirements and a genuine desire to exceed their expectations.
- Communication – effective and diplomatic communicator both in person and on paper.
- Initiative - able to work on own initiative whether independently or as part of a team.
- Interpersonal - has the ability to interact effectively with people at all levels in an organisation including senior hotel executives and their staff.
- Logic – a logical thinker with a systematic approach to work.
- Motivated - highly motivated with the vision and commitment to succeed.
- Organisational - good organisational skills with the ability to prioritise tasks and follow through. Able to manage a variety of projects to a high standard within tight deadlines.
- Planning – efficient and effective forward planner of work and projects.
- Professionalism - demonstrates credibility and appropriate verbal and non-verbal behaviour with clients and colleagues and adapts personal style where necessary.
- Teaming - acts as an integral part of the team, keeping other members informed about what is happening as well as assisting colleagues as required.
- Tenacity - has the determination and initiative to initiate action, influence events and achieve objectives.
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