Specialist, centralized support

Position Overview

The Leading Hotels of the World is seeking a Specialist, Centralized Support serving as a consistent first point of contact for support inquiries from member hotels, customers and internal LHW teams. For the foreseeable future, the Specialist spends the majority of the role directly managing and resolving cases in the Hotel Member Support queue while also supporting the expansion of centralized intake to Loyalty and other customer inquiries.

The role captures, assesses and prioritizes requests in Salesforce Service Console; resolves defined inquiries within scope; and routes specialized or complex matters to the appropriate Loyalty, Distribution, Reservations or other functional team with complete documentation and a confirmed handoff. The Specialist retains ownership of accurate intake and stakeholder communication until the receiving team accepts the case; following acceptance, the receiving function owns specialist investigation, resolution and closure.

The Specialist also identifies recurring needs that can improve centralized workflows, knowledge content, responsiveness and the overall support experience. This role reports to the Associate Manager, Centralized Support. This is a full-time position based in Milan. Our hybrid schedule allows employees to work remotely three days a week and requires office attendance on Wednesdays and Thursdays.

Key Responsibilities

Centralized Intake Triage and Case Coordination Serve as the shared intake point for Hotel Member Support inquiries and, as the centralized model expands, Loyalty and other customer inquiries from customers, member hotels and internal LHW teams. Capture, categorize and prioritize requests in Salesforce Service Console using agreed information requirements, service levels and routing rules.

Resolve defined Tier 1 requests within documented procedures and authority, and route specialized or complex matters through the established Tier 2 and Tier 3 paths for the relevant function. Retain ownership of accurate intake and stakeholder communication until the receiving team confirms acceptance. Document the case history, actions taken, supporting information and reason for transfer before handoff; once accepted, the receiving function assumes ownership through resolution and closure.

Hotel Member Support Queue and Tier 1 Resolution Spend the majority of the role directly managing and resolving assigned cases in the Hotel Member Support queue, recording actions, decisions, stakeholder communication and resolution in Salesforce Service Console. Perform documented initial checks for hotel systems and distribution inquiries. Route cases requiring distribution setup, connectivity changes, channel activation, Service Bureau activity, specialist troubleshooting or technology-partner engagement to the Distribution team.

Address defined Tier 1 Loyalty and customer inquiries and route matters requiring policy interpretation, account adjustment, exception approval, reservation servicing or specialist investigation to the appropriate functional team. Commercial Programs New Member and Access Support Support Brand Marketing Offers, Leaders Club Members Only Sales and other commercial programs through hotel guidance, assigned Tier 1 actions and compliance audits, routing specialist distribution or Loyalty work to the owning function.

Coordinate assigned hotel-facing and Tier 1 activities for new-member implementation; route distribution setup, connectivity, channel activation and specialist system work to the Distribution team. Assist hotels and internal users with defined access requests, including Syn Xis user IDs, two-factor authentication Syn Xis System incident management notifications and LHW Hotelier Portal access; route interface, GDS and Channel Connect implementation or configuration work to Distribution.

Knowledge Education and Tier 1 Readiness Educate member hotels on system functionality, loading standards and best practices through clear written guidance, one-to-one support and webinars. Build knowledge across Hotel Member Support, Loyalty and other participating areas and maintain readiness to handle the Tier 1 request types agreed with each owning function. Identify recurring questions and emerging training needs and contribute accurate content to knowledge articles, agent guidance and support materials.

Service Performance and Continuous Improvement Meet established SLAs, productivity and quality expectations while balancing accuracy, urgency and a professional hotel and customer experience. Flag recurring issues, routing gaps, rejected handoffs and root-cause trends to the Associate Manager and contribute operational input to centralized workflows, Salesforce Service Console, Genesys, automation and self-service improvements.

Collaborate across Global Servicing, Loyalty, Distribution, CRM Product, IT, Marketing and other functions to support consistent in