Group Support Specialist

As an Engine Group Support Specialist, you will play a key role in ensuring smooth and accurate execution of our clients’ group bookings. This role is focused on operational excellence, where your attention to detail and organizational skills will be critical in delivering a seamless booking process for our customers. You will collaborate with internal teams and external partners to ensure all logistical and administrative tasks are handled efficiently, enabling a flawless experience for our clients.

This position is ideal for someone who thrives on process accuracy, enjoys working in a fast-paced environment, and is committed to ensuring every detail is executed to perfection.Key Responsibilities:

• Operational Support:
• Manage administrative tasks such as processing rooming lists, payments, modifications, and addressing in-residence issues to ensure accuracy and timeliness.
• Collaborate with hotel personnel to confirm booking details, resolve any discrepancies, and ensure smooth stays for customers.
• Respond to customer inquiries via email or phone with efficiency and professionalism, ensuring prompt resolution of any issues.
• Process Efficiency:
• Follow established workflows and guidelines to maintain consistency and accuracy in all booking processes.
• Support the team in maintaining accurate documentation and records of customer interactions and booking details.
• Collaboration:
• Work closely with the Groups Sales team and other departments, such as sourcing and contracting, to ensure seamless execution of bookings.
• Communicate updates or potential issues proactively to ensure timely resolutions and maintain service standards.
• Drive Revenue Growth:
• Build client trust in the Engine brand through efficiency and industry knowledge, increasing client satisfaction and return business
• Contribute actionable feedback and insights to refine processes, enhancing efficiency and elevating client experiences.
• Performance Excellence:
• Meet and exceed daily KPIs related to client support, case resolution time, and other critical metrics. (SLA, CSAT, QA, etc)
  
  

What We’re Looking For:

• 1-3 years in customer success, service or hospitality. Hotel industry or travel experience is a plus.
• A proactive self-starter that works with urgency while maintaining exemplary organizational skills 
• A team player who leads with empathy and can collaborate effectively across departments.
• Comfort and confidence with CRM software (e.g., Salesforce, HubSpot) to manage contracts and track adjustments accurately.
• Builders and change agents - people who care about improving and optimizing  processes and will drive initiatives in doing so
• Strong verbal and written communication skills with a positive, professional tone that fosters trust and collaboration.
• A commitment to delivering high-quality work with efficiency and professionalism.
  
  

Schedule Opportunities:

• The available schedule is Thursday - Monday from 10am - 7pm MT (including an hour unpaid lunch)
  
  

What We Offer:

• Compensation: This is an hourly role, with a monthly variable based on team and personal performance. Final offer amounts are determined by multiple factors, including prior experience & expertise, and may vary from the amount above. 
• Equity: As part of your compensation, we offer equity that vests over four years. After an initial one-year cliff, you'll begin to vest a portion annually, with the remainder vesting monthly or quarterly over the next three years. This structure aligns your success with the company's long-term growth.
• Remote Work: This role is eligible for remote work, and Engine operates in all 50 states, allowing you to work from anywhere.

Growth Opportunities: We are a rapidly growing company, and this role presents significant opportunities for career development and advancement in a fast-evolving industry.

We accept applications for this role on an ongoing basis. We review applications as they are received and encourage interested candidates to apply early.