Specialist Reservations Sales - REMOTE

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

For Mexico : High school diploma as a minimum; college degree in Tourism or similar preferred

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).