Reservations Sales Specialist - Remote

Overview

An expert in providing travel advice and solutions. A critical customer touch point for delivering on our IHG brand experience. Be a brand champion, taking pride in using every customer interaction to educate guests about our brands and products. 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.

In Short

• Provide an industry-leading reservation solution in English and one or more languages for all contacts
• Champion Brand Hearted behaviors by demonstrating knowledge, passion and pride.
• Embrace the global and cultural diversity of our guests 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.

Requirements

• Some secondary school, high school diploma preferred but not required
• Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred.
• Hotel/travel experience desired.
• 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;
• Efficient and accurate data capture

Benefits

• 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.