Specialist Reservations Sales

Essential Duties and Responsibilities: - (Key Activities)

• Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts
• Champion BrandHearted behaviors by demonstrating brand knowledge, brand passion and brand pride.
• Embrace the global and cultural diversity of our guest and business needs.
• Consistently strives to meet or exceed defined performance expectations (revenue, conversion, quality, ADR premium, partner offers, customer satisfaction, etc.) as set by management despite difficulties or obstacles.
• Inspire loyalty and rapport with our guests, business partners, hotels and corporate employees, through personalized and efficient service driven by the customer needs. Use 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, etc.)
• Provide a seamless customer experience through effective use of systems while using information and tools 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.

Technical Skills:

· Strong customer service and sales skills balance sales with service; Strong communication skills – listening, written, verbal,

· Active listening, appropriate conversation pace, problem identification and resolution

· 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

· Bi-lingual skills where required

· Ability to use tools and resources to represent the geographical needs of the caller.