About Passkey
The Cvent Passkey product is a leading solution within Cvent's Hospitality Cloud, primarily used for group reservation and room block management.
It serves as a powerful platform that bridges event planners and hoteliers by:
- 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.
- 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 master's 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.
