Skip to the content

LUXURY SPECIALIST - SALES AND SERVICE

Hotel Brand:
Location: Philippines, Makati City

Hotel: CRO Manila, 29th Floor, RCBC Plaza, Tower Two, 6819 Ayala Avenue, MAKATI CITY 1261, 1200

Job number: EMEAA34839


Your day to day

Join our team of passionate individuals with best-in-class sales and service skills for IHG's luxury line of hotels.

Job Summary:

An expert in providing personalized service to affluent customers. A critical customer touch point for delivering on our IHG brand experience in both sales and service.  Be a brand champion, taking pride in using every customer interaction to educate guests about our luxury brands. 

Essential Duties and Responsibilities:

• Promote best-in-class reservation, sales, and customer service solution
• Must maintain a keen interest in luxury travel destinations to inspire loyalty through
personalized service that exceeds every expectation.
• Demonstrates knowledge, passion and pride of IHG’s luxury portfolio
• Uses creativity to own and proactively resolve all customer problems quickly and effectively, ensuring guest satisfaction.
• Embrace the global and cultural diversity of guests and focuses on providing meaningful and authentic experiences.
• Applies specialized customer service skills to include extraordinary follow-up, communication, rapport building and organizational skills.
• Advance internet and computer knowledge with capability to navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience.  
• Ability to multitask including handling multiple customers and tasks efficiently and works effectively by understanding, trusting and using tools and information appropriately.
• Equipped with market leading information by maintaining familiarity with Forbes and AAA Diamond rating programs and competent to follow the outlined guidelines.
• Must be able to work with minimal supervision and collaborate effectively as part of a team to achieve company goals.
• Collaborate with fellow team members and hotels to promote a positive team spirit
• Ability to work in an environment that demands exceptional performance despite difficulties or obstacles.
• A true desire to satisfy the needs of others in a fast-paced environment
• Embracing change and adjusting well to evolutions in situation and task while sensitively responding and supporting others through change.
• Systematic and can find problems and gaps in service delivery and report them for improvement.

What we need from you

Technical Skills and Knowledge:

• Above average verbal and written communication skills - listening, verbal and written.
• Advance internet and computer knowledge and with strong web-based navigation skill.
• Best-in-class customer service and sales skills, with the ability to balance sales with service;
• Active listening, appropriate conversation pace, problem identification and resolution
• Exhibits empathy, self-awareness, and sensitivity to diverse background and culture.
• Ability to tailor information for effective customer interaction.
• Adapts quickly to technology and organizational changes.
• Quick to adapt to evolving call and contact types, new tools and processes;
• Efficient and accurate data capture
• Well-travelled or at least knowledgeable about travel
• Manage time effectively

Experience:  

Some of our best employees came to IHG® with no work history at all. We are looking for great communicators who have the ability to quickly develop relationship with our guests. We are looking for candidates with strong interpersonal and customer service skills, excellent verbal communication skills, and the ability to quickly navigate web pages.  

Anyone applying for the role must be at least 18 years old and willing to work on shifting schedules, including morning, mid and graveyard shifts, holidays and weekends.

Undergraduates are welcome to apply.

IMPORTANT:

  • Must be amenable to Work-From-Home with own laptop or desktop and stable internet connection (subject to verification and business exigencies).
  • Must be amenable to work on-site if needed and if with no work from home equipment

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.

Back to top