Customer Success • Mid-Level

Who you are

You have a strong background in hospitality and a passion for enhancing customer experiences — your expertise allows you to effectively train reception teams on upselling techniques that drive revenue. You possess excellent coaching skills, enabling you to empower senior leadership in establishing successful upselling routines. Your ability to communicate effectively ensures that every interaction at the front desk becomes an opportunity for meaningful engagement with guests.

You thrive in collaborative environments and understand the importance of teamwork in achieving common goals — your ambition and innovative mindset align with Plusgrade's core values. You are dedicated to fostering a culture of excellence and continuous improvement, believing that together, teams can achieve extraordinary results in the travel industry.

What you'll do

As the Front Desk Upselling Trainer, you will be responsible for training Front Desk Agents on practical upselling skills, including timing, wording, and objection handling. You will conduct roleplays and real-life scenarios to prepare agents for various guest interactions, ensuring they feel confident in their upselling abilities. Your role will also involve collaborating with senior leadership across Revenue and Hotel Management to establish goals and routines that support long-term success in upselling.

You will report to the VP of Partner Success and play a crucial role in bridging the gap between software and strategy, transforming the upselling tool into a high-performing hotel culture. Your training sessions will focus on empowering reception teams to make the most of every check-in, turning it into a meaningful opportunity to enhance guest experiences and drive revenue.

What we offer

At Plusgrade, you will be part of a dynamic team dedicated to reshaping the future of travel. We offer a supportive work environment where your contributions are valued, and your professional growth is encouraged. You will have the opportunity to work with a diverse range of partners in the airline, hospitality, and financial services sectors, making a significant impact on the travel experience for countless guests.

We believe in continuous learning and development, providing you with the resources and support needed to excel in your role. Join us in our mission to transform everyday travel into extraordinary experiences, and help us raise the bar in customer service within the hospitality industry.