Reservations Sales Team Manager

Role Purpose

A team leader who coaches employees to reinforce winning behaviors to drive revenue, customer retention, engagement and results that deliver on our goals. Inspires others to deliver a tailored brand experience through expert market and customer insights, industry knowledge and passion in a culturally diverse environment. Delivers and executes on strategies and initiatives that promote brand preference, builds customer loyalty and operational effectiveness. Enables change within a contact center environment where the team adapts and adopts required change quickly and effectively.

Key Accountabilities

• Lead team members to deliver and industry-leading reservation, loyalty program and service recovery solution for all contacts.
• Demonstrating brand knowledge, brand passion, and brand pride. Ensure employees are delivering a consistent brand experience at every customer touch-point.
• Proactively plan, prepare and deliver inspiring coaching conversations and team meetings with a focus on accountability for behaviors that drive results and creating a great guest experience that maximizes revenue delivery. Clearly communicates goals and objectives.
• Engage team and create a high-performance culture. Responsible for the care, resolution and escalation of employee issues for assigned teams. Manage attendance, schedule compliance and efficiency metrics.
• Apply quality control processes in accordance with set guidelines and provide feedback to each team member to ensure adherence to quality absolutes.
• Create a sense of accountability among all teams through the performance management cycle.
• Manage and oversee effective day-to-day operations and assignments of team members, plan and organize work, and assist management in implementing functional goals and objectives. Follow documented policies and procedures and ensure compliance by subordinates, as assigned.
• Support employees in their learning and career development.
• Leverage learning and development tools.
• Lead and participate in company initiatives and events.
• Take ownership of own personal development. Understand and consider the impact of own actions on self and others (colleagues, guests, hotels, etc.)
• Enables change where team adapts and adopts change quickly and effectively. Inspires adaptability, flexibility and influence.
• Support and demonstrate IHG’s values and ways of working.
• Hire and onboard new team members with a focus on ensuring the right people are in place to deliver on the IHG vision.
• Flexible to work across a seven-day period, including weekends, day/evening/overnight shifts, and public holidays.
• Deliver on additional tasks as assigned

Key Skills & Experiences

EDUCATION

Bachelor’s degree or higher education preferred but not required (localization as necessary)

EXPERIENCE

4-7 years progressive work-related experience in a Call Center, sales, or customer support environment as well as demonstrated proficiency in multiple disciplines / processes related to the position.

TECHNICAL SKILLS AND KNOWLEDGE

• Strong coaching and motivational skills;
• Ability to handle difficult conversations and situations;
• Excellent organizational and planning skills; ability to prioritize and organize effectively and delegate tasks where necessary;
• Demonstrate empathy, self-awareness, cultural sensitivity
• Demonstrate knowledge of hotel and contact center dynamics and metrics (service levels, productivity, occupancy, schedule adherence, efficiency, and other related metrics);
• Strong web-based navigation skills, and basic technology/telephone troubleshooting and support,
• ability to adapt to new technology; effective and efficient use of online communication tools and other systems application;
• Strong communication skills – a high level of listening, written, verbal and presentation skills;
• Aptitude for interacting with all levels of staff and internal and external business partners using collaboration and influencing skills;
• Bilingual skills where required
• Basic software and hardware trouble shooting
• Capability to manage hybrid teams.
• Remote Coaching
• Has high EQ which translates to self-awareness, ability to manage themselves, socially aware or attuned and are able to manage relationships
• Can self-regulate along the lines mental, physical and emotional well-being while being remotely managed