Mr And Mrs Smith (Americas)

Mr & Mrs Smith has been helping people stay together for over 20 years. We are the original boutique hotel lovers, a global travel club for discerning, conscientious couples and families in search of authentic, extraordinary experiences around the world. In short: if it’s the place to be, we’re the place to book it.

In the last two decades, we have gathered a brilliant, dedicated, and diverse international team.

The role of a B2B and Hyatt specialist within our Smith24 team is to support our partners and hoteliers daily. You are a pivotal part of the company and will help to grow the business and brand by delivering exceptional customer service and high-quality travel advice.

The candidate will have a strong background in customer service and communication ideally within the travel industry, with a focus on delivering high-quality support throughout our partner's experience with Mr & Mrs Smith.

The Role

● Promptly responds to all inquiries from B2B partners and Hyatt GPGS team through all channels - phone, email, chat, webform, and Microsoft Teams with flair and personality from partners using the Smith tone of voice.

● Proactively reach out to partners and hoteliers on any queries or requests, before, during, and after the stay, ideally using phone in the first instance.

● Maintain service-level averages by responding to all interactions promptly and effectively.

● Working alongside other departments to support the B2B partner’s journey including, partnerships team, finance, Smith24, marketing and tech.

● Handling sensitive information including company card details.

● Handle the full sales and service cycle of our B2B partners.

● To achieve personal and team sales targets in line with business objectives.

● Be able to confidently suggest, recommend, and provide guidance to our B2B partners when booking Smith hotels.

● To analyze and resolve difficult situations diplomatically.

● To multitask handling various queries, both inbound and outbound simultaneously.

● Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the company’s personality, professionalism, sense of fun, and brand values.

Example of Daily Tasks

Respond to all phone, chat, and email enquires which generally include

● Cancellations and Amendments of bookings

● Payments & Billing enquiries

● Complaints

● Overbookings

● Response to feedback

● Extras - such as transfers, room requests, etc.

● Relaying information from the hotel to the partners and vice versa

● Price Matches

● Any other ad-hoc partner requests including setting up new partners

● Provide sales advice

● Booking hotel stays for our partners

● Attend hotel training and company meetings

Qualifications

Experience Required:

● Ability to remain calm and positive under pressure.

● To be highly organized with an efficient mindset.

● Excellent attention to detail, with strong communication skills (both written and spoken).

● Able to communicate clearly and effectively

● Confidence when working in a dynamic environment.

● Professional attitude and team-oriented approach.

● Passion for customer service.

● Previous experience in the luxury travel industry is desirable.

● Availability to work on a full-time basis

● Ability to remain calm and positive under pressure

● Overseas travel may be required