CUSTOMER CARE ADVISOR (POLISH+ENGLISH SPEAKING) @ SOVEREIGN HR SOLUTIONS
Our Customer Care Advisor team delivers premium, high-touch support to hotel partners, guests, travel advisors, and global sales teams. This role is critical in ensuring seamless service delivery across Group Housing, Exclusive Services, and Special Programs Customer Care, providing detail-oriented, proactive support for complex bookings and operational requests. The successful candidate will work on-site in Alexandria, Egypt, acting as a vital link between properties and clients to maintain high service standards.
Key responsibilities include managing corporate, wholesale, and package reservations, handling VIP requests, and coordinating special guest requirements such as ADA compliance and late arrivals. You will also investigate Virtual Credit Card (VCC) processing issues and manage reservation takeover requests. This role demands a high level of linguistic proficiency in both Polish and English to support diverse international functions and ensures personalized experiences for high-profile guests through meticulous preference tracking and communication.
Key responsibilities include managing corporate, wholesale, and package reservations, handling VIP requests, and coordinating special guest requirements such as ADA compliance and late arrivals. You will also investigate Virtual Credit Card (VCC) processing issues and manage reservation takeover requests. This role demands a high level of linguistic proficiency in both Polish and English to support diverse international functions and ensures personalized experiences for high-profile guests through meticulous preference tracking and communication.
Key Requirements
Native or fluent in Polish (minimum B2 level), with strong proficiency in English (minimum B1) both written and spoken communication
Previous experience in hospitality, reservations, customer engagement, or travel industry operations
Strong knowledge of corporate, wholesale, and group booking processes
Exceptional attention to detail with the ability to manage multiple tasks in a fast-paced environment
Strong communication and stakeholder management skills, with the ability to collaborate across property teams and external partners
Proactive problem-solving mindset with a commitment to delivering elevated customer service
Ability to manage sensitive guest information with professionalism and confidentiality
Proficiency in utilizing reservation management systems and digital booking tools
Ability to work effectively in an on-site office environment in Alexandria
Willingness to coordinate complex guest logistics including ADA requirements and loyalty program status tracking