Team Mgr Groups & Meetings

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, build customer loyalty and operational effectiveness. Enables change within a contact center environment where the team adapts to changes quickly and effectively.

Key Accountabilities

• Lead team members to deliver an industry-leading reservation, loyalty program and service recovery solution for all accounts.
• Demonstrating brand knowledge, brand passion and brand pride (IHG BrandHearted behaviors). 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 customer experience that maximizes revenue delivery.
• 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.
• Drive sales and revenue accountability among all teams through the performance management cycle.
• Leverage learning and development resources to support their employees in their learning and career development
• Lead and participate in company initiatives and events. Take ownership of own personal development.
• Champion change of all continuous improvement initiatives in GSSC.
• Hire and onboard new team members with a focus on ensuring the right people are in place to deliver on the IHG Vision.
• Understand and consider the impact of own actions on self and others (colleagues, guests, hotels, etc.).
• Support and demonstrate IHG’s company values, leadership competencies and ways of working.
• Deliver on additional tasks as assigned.

Key Skills & Experiences

Education 

• At least a graduate of any three-year course

Experience 

• At least one year of progressive work-related experience in Contact Center, sales or customer service environment as well as demonstrated proficiency in multiple disciplines/processes related to the position. Previous coaching experience preferred.

Technical Skills and Knowledge

• Strong coaching and motivational skills with emphasis on Leading and Developing others and championing change;
• Ability to handle difficult conversations and situations;
• Excellent organizational and planning skills; ability to prioritize and organized effectively and delegate tasks where necessary;
• Strong communication skills –a high level of listening, written, verbal and presentation skills
• Demonstrate empathy, self-awareness, cultural sensitivity
• Strong web-based navigational skills; good working knowledge of Word, Excel, PowerPoint and other relevant systems; ability to adapt to new technology;
• Bi-lingual skills where required;
• Aptitude for interacting with all levels of staff and internal and external business partners using collaboration and influencing skills
• Demonstrated knowledge of sales processes and techniques