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Specialist Reservations Sales - REMOTE

Hotel Brand:
Location: Mexico, MX, Alcaldía Benito Juárez

Hotel: Corp Mexico CRO, Insurgentes Sur 1079 piso 6, Suite/Oficina 109, 03720

Job number: 105836

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).

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.

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