Project Specialist

We are looking for a Sr. Customer Service Representative to support hospitality clients by coordinating extended-stay lodging solutions and delivering a high level of service in Lexington-Fayette, Kentucky. This contract position with potential for permanency is ideal for someone who can balance client expectations, supplier negotiations, and quick decision-making in a fast-paced environment. The person in this role will manage complex reservation activity, build strong hotel partner relationships, and help clients secure cost-effective accommodations that align with program standards.

Responsibilities:
• Coordinate extended-stay reservation requests, primarily for lodging needs exceeding 30 nights, while ensuring a smooth and positive client experience.
• Evaluate hotel options against client policies, budget expectations, and travel requirements to recommend appropriate accommodations.
• Lead negotiations for longer-duration stays, including requests of 45 nights or more, in accordance with established service and pricing guidelines.
• Handle challenging booking situations involving limited inventory, shortened response timelines, or restricted spending parameters while working toward savings goals.
• Analyze booking patterns to uncover opportunities for cost reduction, improved sourcing strategies, and stronger market coverage.
• Develop and maintain relationships with hotel partners to secure competitive rates, discounts, and proposal opportunities for current and future business needs.
• Apply knowledge of regional lodging markets and hospitality trends to support informed recommendations and better client outcomes.
• Resolve reservation issues such as extensions, early departures, booking changes, and hotel-related concerns with urgency and professionalism.
• Partner with account teams and related internal groups to support client lodging strategies, network alignment, and overall service performance.
• Participate in assigned meetings, training sessions, and additional tasks needed to support team operations and client commitments.• Demonstrated experience in customer service, reservations, hospitality support, or a related client-facing role.
• Strong contract negotiation skills with the ability to discuss pricing, terms, and lodging arrangements effectively.
• Ability to assess multiple booking options and make sound decisions based on client guidelines and service expectations.
• Experience managing client relationships and addressing issues with professionalism, accuracy, and follow-through.
• Knowledge of hotel operations, regional market conditions, and extended-stay reservation processes is preferred.
• Strong organizational skills with the ability to manage deadlines, shifting priorities, and high-volume request activity.
• Clear written and verbal communication skills, with the ability to consult with clients and collaborate across teams.