Customer Resolution Specialist

About the role

The Customer Resolution Specialist acts as the primary point of contact for guest and hotel issue escalations, ensuring timely and effective resolution while fostering long‑term loyalty. This role collaborates closely with hotel properties and internal teams to continuously improve service quality and brand equity.

Key responsibilities

• Receive, review, document, and manage customer resolution cases from intake through closure.
• Investigate guest and hotel concerns by gathering information, reviewing documentation, and coordinating with relevant stakeholders.
• Communicate case status, resolution activities, and follow‑up actions to customers via approved channels.
• Document all interactions, case activity, and outcomes in designated systems.
• Coordinate with hotels, internal departments, and leadership to obtain information and support issue resolution.
• Escalate cases according to established procedures when additional review or support is required.
• Monitor open cases and complete follow‑up activities necessary for resolution.
• Review customer feedback and case outcomes to identify recurring issues, trends, and process improvement opportunities.

Required profile

• High school diploma, G.E.D., or equivalent secondary education.
• Minimum one year of related experience, preferably in customer service or service recovery.
• No supervisory experience required.
• Experience reviewing customer feedback, identifying recurring issues, and communicating trends is preferred.