The Hotel Star Ratings Specialist key job duties are to compute Expedia, Hotels.com and Venere.com star ratings as directed by the Hotel Star Ratings Manager. In this role, the key responsibilities include rating new unrated hotels within the 3-day SLA and answering star rating review requests. The contractor in this role will also work on a project to audit Expedia assigned star ratings in Europe. Star Ratings Specialists are required to interact and communicate with Expedia Market Managers and hotel partners regarding star rating adjustments.
Team members work closely with the Hotel Star Ratings Manager to ensure the program is meeting SLA’s and to maintain the integrity of the hotel rating standards.
The Star Ratings Team in London computes a star rating or assigns the national rating when one is available for all hotel star ratings for all ESR Merchant Hotels and EEM properties appearing on Expedia, Hotels.com, and Venere.com in the EMEA region (Europe, Middle East, and Africa).
Responsibilities of this role include but are not limited to:
Research available National Ratings for hotel properties Compute ratings for hotels new to Expedia sites (both ESR and EEM) within 3-day SLA Handle rating disputes (Express cases) for the Americas and APAC region Communicate with suppliers and market managers regarding star rating issues Work with Market Managers to:
Set appropriate expectations Provide them with an understanding of program to maintain the integrity of the star ratings overall Listen to their feedback Maintain integrity of star ratings as a customer focused, supplier friendly feature Work with the Hotel Star Ratings Manager to share and implement best practices with a focus on efficiency while preserving the integrity of the star ratings program Keep abreast of trends and developments within the lodging industry Audit projects which will include an audit of Expedia assigned ratings in EMEA Qualifications
University Bachelor’s Degree preferred (preferably in Hospitality Management or Business) Hotel Experience, preferably in a full-service hotel (3.0-5.0-stars) Widely travelled in Europe. Some travel in Asia and North America preferred. Familiarity with hotels (in multiple star classifications) and independent hotel ratings systems Exposure to speciality lodging (B&B’s, Condominiums, etc.) Excellent writing ability (solid grammar and spelling skills), specifically related to writing business letters and emails Ability to resolve star rating disputes using written communication with a professional & polite tone Prior experience resolving customer disputes Detail oriented, with a keen eye for details and quality when reviewing hotel photos and content Ability to consistently apply objective set of data to existing product Proficiency in Microsoft Word, Excel, Outlook, PowerPoint required; experience with content databases and management tools a plus. Strong listening skills and ability to work independently Ability to follow directions to ensure the program has balanced ratings and consistent voice Capable of prioritizing multiple job duties Strong organizational and quality assurance skills Desire to thrive in a fast-paced environment with competing priorities Strong decision making capabilities About Expedia: Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit our website to learn more about our travel brands.
Caterer.com - 10 months ago
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