Title: Professional Services Representative, Hotels
Location: Concord, MA
Work Type: Hybrid/ remote
Time Type: Full time
Job ID: 603715
Department: Customer Success
Job Description: Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.
The Professional Services Representative plays an essential role in the successful onboarding of hotel customers to the Tripleseat platform. With a strong understanding of hospitality operations, this individual serves as a point of contact during onboarding, working closely with clients to customize their site setup based on their unique needs. By providing exceptional service and hospitality-focused solutions, the Professional Services Representative helps customers optimize their workflows, contributing to a seamless onboarding experience, strong platform adoption, and long-term customer satisfaction.
Location:
Concord, MA Office (Hybrid)
Remote candidates eligible to work in the United States are considered. A hybrid work schedule is available for candidates based near the Concord, MA office.
Travel Expectations:
For candidates located outside the Concord, MA area, initial onboarding will take place at the Concord, MA office.
Client Discovery & Customization
Engage with customers to understand each hotel’s business needs, operational requirements, workflows, sales, and catering needs.
Tailor and configure Tripleseat sites to reflect each property's unique requirements.
To ensure long-term platform success, recommend tailored configurations and best practices based on property size, menu, and room configurations.
Conduct customer calls to review specific site configurations
Customer Support & Follow-up:
Respond promptly to customer inquiries, delivering clear, solution-oriented assistance with a hospitality-first approach.
Conduct thorough follow-up on site edits, adjustments, and troubleshooting to guarantee smooth event management.
Maintain ongoing communication during onboarding to ensure client expectations are met and exceeded.
Internal Collaboration & Knowledge Sharing:
Participate in customer kick-off meetings, ensuring all relevant hotel details are accurately captured and communicated.
Work closely with Onboarding, Sales, and Account Management teams to deliver a seamless and aligned customer experience throughout the onboarding journey.
Share customer insights and feedback to support ongoing process improvements, cross-functional alignment, and product enhancements.
Continuous Improvement & Best Practices:
Identify opportunities for enhancing efficiency and guest experiences through platform optimizations.
Contribute to the development of best practices that align with hospitality industry standards and client expectations.
Stay informed on platform updates, hospitality trends, sales and catering best practices to better serve clients.
Compliance & Documentation:
Maintain detailed documentation related to site configurations, customizations, and client interactions.
Adhere to industry standards and company policies during the onboarding process.
Support audits and compliance reviews by ensuring records are organized, accurate, and up-to-date.
Knowledge, Skills and Abilities Required:
Strong customer-focused mindset with the ability to build trust and communicate effectively across hospitality teams and internal stakeholders
Familiarity with hospitality operations and event management workflows, particularly within hotel environments and multi-location properties.
Ability to prioritize and manage a high workload volume with precision and integrity.
Desire to own, manage, and drive projects forward to meet deadlines and exceed customer expectations.
Ability to work both independently and collaboratively across multiple workflows.
Excellent written and verbal communication skills, including the ability to lead discovery calls and present solutions clearly.
Ability to proactively identify areas of improvement and streamline processes.
Comfortable with web-based software tools such as Slack, Salesforce, and project management tools.
Preferred Experience:
1–2 years in a customer service role within the hotel, or hospitality space with project management experience.
No coding experience required, but must be comfortable with technology.
