LUXURY SPECIALIST - SALES AND SERVICE
Location: Philippines, National Capital Region (Manila), Makati City
Job number: EMEAA20375
About UsIHG® (InterContinental Hotels Group) is one of the world’s leading hotel companies with a presence in almost 100 countries. We create Great Hotels, Guests Love® everyday for millions of people and we are looking for people just like you to join our award-winning team. At IHG® we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. Our portfolio of brands is diverse, unique and exciting. We recapture the glamour of travel with InterContinental® and bring enjoyable travel to everyone with Holiday Inn®. We make business travel really work with Crowne Plaza® and pioneer new concepts to meet changing consumer needs with EVEN® Hotels and HUALUXE®. We’ve built the world’s biggest loyalty brand, IHG® Rewards Club, to show just how much we value our members. IHG’s most important assets, though, are the hundreds of thousands of great people who work with us around the world. We bring True Hospitality to everyone by connecting our portfolio of leading hotel brands, our leading-edge systems and our ways of reaching customers, with the passion and dedication of our colleagues around the world. Individually, these are strengths. Together, they give us the platform to deliver exceptional growth and the confidence to know we can make a difference to travellers everywhere.
Your day to dayJoin our team of passionate individuals with best-in-class sales and service skills for IHG's luxury line of hotels. Job Summary – LUXURY SPECIALIST - SALES & SERVICE 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. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role. 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 self-motivated and sales + service driven. • Must be able to work with minimal supervision and collaborate effectively as part of a team to achieve company goals. • Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.) • 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 youTechnical 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