Digital Travel Consultant

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Cloud5 Communications

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📡 Telecommunications

🤝 B2B

Telecommunications • B2B

Cloud5 Communications is a hospitality-focused technology and managed services provider that designs, deploys, and supports hotel IT systems including high-speed internet/Wi‑Fi, SD‑WAN, voice systems (hosted and on‑prem PBX, SIP trunking), contact center solutions, and 24/7 multi-vendor managed IT support. With a 20‑year track record and partnerships with major hotel brands, Cloud5 helps hotels achieve brand compliance, infrastructure transformation, cost reduction, and improved guest and contact-center experiences.

📋 Description

• Manage multiple customer interactions across chat and phone channels, adapting to business needs and service demand. • Deliver personalized service through both written (chat/email) and verbal (phone) communication while maintaining a consistent, premium customer experience. • Research and recommend curated travel, dining, entertainment, and lifestyle experiences using a variety of online resources and search tools. • Coordinate and secure reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, special events, and other lifestyle experiences. • Utilize program expertise to identify and provide exclusive benefits, upgrades, and tailored recommendations that enhance each customer’s experience. • Communicate professionally with customers, vendors, partners, and service providers via chat, phone, and email to fulfill requests and resolve issues. • Maintain current knowledge of popular destinations, restaurants, events, travel trends, and lifestyle offerings to provide informed recommendations. • Effectively manage and de-escalate customer concerns across both channels, particularly during unexpected travel disruptions or time-sensitive situations. • Consistently meet established service-level expectations, including response times, call handling expectations, follow-up commitments, and white-glove service standards. • Address customer objections with empathy and professionalism while presenting alternative solutions aligned to their needs and preferences. • Adhere to established compliance procedures and reservation protocols to ensure accuracy, quality, and risk mitigation. • Utilize a variety of communication and service technologies, including chat platforms, soft-phone systems, email, web browsers, and other digital tools. • Stay informed on program enhancements, promotions, policies, procedures, and service updates to ensure accurate customer guidance. • Complete all required training programs and professional development activities to maintain role proficiency and service excellence.

🎯 Requirements

• Proven ability to deliver premium customer service through both written and verbal communication. • Strong written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally in English. • Ability to interpret customer tone and needs and provide personalized, empathetic support. • Interest in travel, lifestyle services, dining, and global destinations. • Strong computer proficiency with the ability to navigate multiple systems and tools simultaneously. • Excellent problem-solving, time management, prioritization, and multitasking skills in a fast-paced environment. • Resilient, adaptable, and composed when managing complex situations and changing priorities. • Strong interpersonal and consultative skills, with the ability to make confident recommendations and build customer rapport. • High level of integrity and discretion when handling sensitive customer information. • Experience in travel, hospitality, luxury customer service, concierge services, or sales is preferred. • Experience with dining reservation platforms and/or Global Distribution Systems (GDS) is an asset. • Flexibility to work a variety of shifts, including evenings, overnights, weekends, and holidays, with the ability to support both voice and digital channels as required. • High School diploma or equivalent. • Must consent to and pass a background check. • Must be legally entitled to work in Canada (Canadian citizen or permanent resident).

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities