Tink Labs is a series-C funded travel technology company based in Hong Kong, with offices in London, Singapore, Paris, Milan, Dubai and Berlin. We are the global leader in hospitality technology with services available in 70+ cities around the world, covering 600,000+ hotel rooms and has helped millions of global travelers stay connected. Our flagship product handy is a revolutionary hospitality IoT solution designed to uplift ancillary revenue, guest satisfaction and drive better cost efficiencies for hoteliers. For travelers, handy is the world's first amenity that combines an in-room guest services platform to interact with hotels and an enabler to the hassle-free travel experience. Through a B2B2C distribution model, our mission is to build the world's largest tourism ecosystem that covers the entire travel journey: pre-, during, and post-trip, targeting the US$ 1.5 trillion international travel spend wallet through a combination of advertising, commerce, and more.Job description
The Account Manager will work with the Tink Labs Account Management team to help hotel partners unlock the full value of handy, enhancing the handy guest experience to its fullest potential.
Account Managers are responsible for arranging training for hotel partners and will monitor the progress of product installations to ensure that they are successful. Good project management skills are required in order to minimize disruption for hotels.
Account managers are responsible for managing the ongoing support to hotels to confirm that they continue to make effective use of products. They monitor support requests to identify any recurring issues and may recommend changes to products. They hold regular review meetings with hotels to discuss any issues or problems and provide reports to the other members of the account team.
By monitoring product performance and associated support needs, account managers identify opportunities to upgrade or modify products so that they meet guests' needs more effectively.
They provide feedback on product performance to the development team and advise hotels on new products or upgrades that may be suitable for their business.
Implementation of Role
Serve as the lead point of contact for all hotel account management matters
Training new and existing hotel partners on how to best utilize handy such that they are able to gain the full benefits of handy
Develop a trusted relationship with key accounts, hotel stakeholders and executive sponsors
Responsible for keeping current hotels satisfied and delivering exceptional service on a day-to-day basis
Provide ongoing support to hotels to confirm that they continue to make effective use of products
Maintaining updated knowledge of company products and services
Monitor and analyze online rate of devices and intervene where necessary
Resolving complaints and preventing additional issues by improving processes
Liaise between the hotels and internal teams
Communicates hotels needs and demands to the relative internal department and follow through
Manage hotel inquiries by phone, e-mail and/or face-to-face meetings
Prepare reports on account status
Knowledge and Skill Requirements
Highly effective verbal and written communication skills
Strong interpersonal skills to build client relationships
An engaging, enthusiastic and flexible team player
Problem-solver who is keen to follow through with the problem until completely solved
Ability to effectively advise senior management
Fluency in English, with a second language preferred
Proficient in Excel, PowerPoint, and Word
Education and Experience
2+ years working in either consulting or hospitality, account management/customer experience roles preferred.
Occasional travel - with extent likely to vary depending by region and need