Reservations Sales Specialist

Role Purpose

An
expert in providing travel advice and solutions. A critical customer touch point
for delivering on our IHG brand experience. Be a brand champion, taking pride
in using every customer interaction to educate guests about our brands
and products. Empowered to make creative decisions using tools and market
insight that will deliver on the unique travel needs of our guests, to drive
revenue and customer loyalty. Passionate for learning and developing themselves
to be the best in an ever-evolving role.

Key
Accountabilities

• Provide an industry-leading reservation
  solution in English and one or more language for all contacts
• Champion
  Brand Hearted behaviors by demonstrating knowledge, passion
  and pride.
• Embrace the global and cultural diversity of our guest
  and business needs.
• Consistently meet or exceed defined performance
  expectations (revenue, conversion, quality, partner offers, guest satisfaction,
  etc.) as set by management despite difficulties or obstacles.
• Build
  rapport with guests through active listening, maintaining an appropriate pace
  and using a conversational approach to deliver a warm and friendly guest
  experience.
• Inspire loyalty through personalized and efficient service
  driven by the guest’s needs.
• Uses creativity to proactively find
  solutions to drive results; takes accountability and listens to ideas
  and feedback of others.
• Manage time effectively (including adherence
  to assigned schedule, attendance, break time compliance etc.)
• Navigate
  multiple web-based systems while managing various work streams to provide
  an enhanced guest experience.
• Work effectively by understanding,
  trusting and using tools and information appropriately.
• Self-motivated,
  positive, "want-to" attitude with a willingness to take on new
  challenges.
  
  Actively participates in company initiatives, training and events.
• Take
  ownership of personal development while aligning with team priorities
  and company goals.
• Embracing change and adjusting well to evolutions
  in situation and task while sensitively responding and supporting others through
  change.
• Understand and consider the impact of own actions on self
  and others (colleagues, guests, and hotels, etc.)
• Seek opportunities
  to improve individual and team performance. Help team and colleagues stay
  motivated and deliver on goals.
• Support and demonstrate IHG’s company
  values and ways of working.
• Willingly deliver on additional tasks
  as assigned.

Key Skills &
Experiences

Education : Some secondary school, high school
diploma preferred but not required

Experience :

Previous call center
experience in a sales capacity (non-scripted environment) or other call handling
experience preferred.

Hotel/travel experience desired.

Technical
Skills:

• Strong customer service and sales skills, with the ability
  to balance sales with service;
• Strong bilingual communication skills –
  listening, written, verbal.
• Social intelligence – empathy,
  self-awareness, cultural sensitivity
• Ability to customize generic
  information;
• Strong web-based navigation skills;
• Ability
  to embrace technological and organizational changes;
• Embrace evolving
  call and contact types, adopt new tools and processes;
• Efficient
  and accurate data capture
• Ability to use tools and resources
  to represent the geographical needs of the caller.
• Basic software
  and hardware trouble shooting.
• Effective and efficient use of online
  communication tools and other systems application.

Physical
Requirements:

Majority of work is performed in a normal office environment
and/or remotely (work from home).