Pros
At one time Booking.com Orlando was a great place to work it was a family a customer service center not a typical U.S. Call center. The guest was the priortity and internal advancement was open to all employees.
Cons
Unfortunately, Booking.com Orlando has become that dreaded U.S. Call center. Regardless of how you treat the guest with the best service possible the metrics are all that matter. The CSAT (customer survey) is not applicable just to the CSE but the CSE is held accountable for the survey even if it has nothing to do with their proformance and if the survey is low then you are written up on a 90 day write up for a 30 day metrics report. Completely unfair to the CSE - upper management does not seem to care or take this into consideration. I have worked for Bookng.com for 2yrs. I was in love with my job it was a family but now I hate getting out of bed and going to work. Think about it when 80 employees are fired in one month for no good reason just because upper management feels they are not being productive although they are and have been the original staff that has helped with bring Booking.com to the U.S. status it currently is in. There is no consideration for the employee! This is when you know that you need to leave and not refer anyone to work at Booking.com because you do not want for this unhappiness to happen to anyone else.