Provide an industry-leading reservation, loyalty program and service recovery
solution for all contacts
· Champion BrandHearted behaviors by demonstrating brand knowledge, brand
passion and brand pride.
· Embrace the global and cultural diversity of our guest and business needs.
· Consistently strives to meet or exceed defined performance expectations
(revenue, conversion, quality, ADR premium, partner offers, customer
satisfaction, etc.) as set by management despite difficulties or obstacles.
· Inspire loyalty and build rapport with our guests, business partners, hotels
and corporate employees, through personalized and efficient service driven
by the customer needs. Creatively find solutions, within a framework, to drive
results; takes accountability and listens to ideas and feedback of others.
· Manage time effectively (including adherence to assigned schedule, attendance,
etc.)
· Provide a seamless customer experience through effective use of systems
information and tools . · 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.
Technical
Skills:
· Strong customer service skills
· Strong communication skills – listening, written, verbal,
· Active listening, appropriate conversation pace, problem identification
and resolution
· 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
· Bi-lingual skills where required
· Ability to use tools and resources to represent the geographical needs of
the caller.
