Specialist Reservations Sales

hace 2 semanas

Tlahuac, México InterContinental Hotels Group A tiempo completo

**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.

Physical Requirements:
Majority of work is performed in a normal office environment and/or remotely (work from home).

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