Group Support Specialist

Your Mission:

As a Group Support Specialist at Engine, you’ll be at the forefront of ensuring smooth and accurate execution of our clients’ group bookings. Your role will focus on operational excellence—delivering seamless booking experiences for our customers through meticulous attention to detail and proactive coordination with internal teams and external partners.

Here’s what you’ll take charge of:

• Operational Support: Manage administrative tasks including processing rooming lists, payments, modifications, and addressing in-residence issues to ensure accuracy and timeliness.
• Vendor Collaboration: Work directly with hotel personnel to confirm booking details, resolve discrepancies, and ensure smooth stays for customers.
• Customer Service Excellence: 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.
• Cross-Functional Collaboration: Partner closely with the Groups Sales team and other departments, such as Sourcing and Contracting, to guarantee seamless execution of bookings.
• Revenue Growth: Build client trust in the Engine brand through efficiency and industry knowledge, driving client satisfaction and repeat business.
• Continuous Improvement: Share actionable feedback and insights to refine processes, enhance efficiency, and elevate client experiences.
• Performance Excellence: Consistently meet and exceed KPIs related to client support, case resolution time, and other critical metrics (SLA, CSAT, QA, etc.).

What You'll Bring to Engine:

We’re looking for someone who’s ready to make an impact and grow alongside us:

• Experience: 1-3 years in customer success, service, or hospitality. Hotel industry or travel experience is a plus.
• Skill Set: You’re a proactive self-starter who thrives in a fast-paced environment, with strong organizational skills and attention to detail.
• Team Player: Collaborative and empathetic, you work effectively across departments.
• Tech-Savvy: Comfortable with CRM software (e.g., Salesforce, HubSpot) to manage contracts and track adjustments accurately.
• Growth Mindset: You’re not just a doer—you’re a builder, passionate about optimizing processes and driving change.
• Communication: Strong verbal and written skills with a professional tone that fosters trust and collaboration.

Schedule: This is a non-exempt position with the following schedule: Thursday - Monday from 10am - 7pm MT (including an hour unpaid lunch).

Cash compensation: The hourly rate for this role is $24/hr. with a monthly $5,000 Variable Component based on team and individual performance. Final compensation packages are determined by various factors, including prior experience and expertise.