Senior Product Consultant - Passkey

About Passkey

group reservation and room block management

It serves as a powerful platform that bridges event planners and hoteliers by:

1. Automating Room Block Management:

   It allows hoteliers and event organizers to efficiently manage room inventory, track pick-up rates, and adjust blocks in real-time.

2. Simplifying Attendee Booking:

   It provides attendees with a seamless, customized online booking experience, ensuring they can easily secure rooms within the contracted room block and at the agreed-upon group rate.

Essentially, Passkey automates what used to be a manual, high-friction process of managing reservations for large events, ensuring maximum room block utilization and a better experience for both the venue and the event organizer.

Job Summary:

We have multiple Sr Product Consultant positions for graduates with 2-5 years of work experience in our Client Services Department for the product Passkey. As our clients' primary point of contact, you will spend approximately 90% of your day assisting clients over the phone or via chat and email. There are a few other daily activities and special projects that you will be required to perform in addition to providing the best customer care possible.

Key Responsibilities:

• Demonstrate detailed product knowledge when assisting clients over the phone and by answering their product questions and offering technical assistance
• Develop and maintain deep knowledge of the Passkey product offerings, including features, functionality, and best practices.
• Serve as the primary point of contact for clients, providing expert guidance and advice to help them maximize the value of the product.
• Collaborate with clients to understand their needs and challenges and develop tailored solutions that leverage Passkey's capabilities.
• Monitor product usage and client outcomes, identifying areas for improvement and opportunities for further engagement.

Candidate Requirements/Qualifications

• Graduate or have a masters degree in any field
• Proven experience in client-facing customer service role, preferably in technology or SaaS product environments.
• Hotel industry background with strong understanding of hotel operations and distribution, especially for groups and events (e.g., group blocks, rooming lists, pickup, cutoff/attrition, rate and inventory controls).
• Practical knowledge of hotel technology, including Property Management Systems (

  PMS

  ) and related integrations; familiarity with concepts such as inventory/room type/rate plan mapping, ARI updates, twoway interfaces, and reconciliation workflows.
• Preferred knowledge of hotel systems (PMS or CRS ) - Marriott MARSHA, Oracle - OHIP/OXI, Concerto, ACRS (Amadeus central reservation system) etc
• Experience of working on Microsoft Excel and Word.
• Candidates should be ready to work night / late night shifts
• Excellent presentation, communication, and interpersonal skills.
• Experience working collaboratively with cross-functional teams.