JOB TITLE: RESERVATIONS SALES SPECIALIST

JOB CODE: 702584

DIVISION: GLOBAL RESERVATIONS

REPORTS TO: Reservations Team Manager

1. KEY RESPONSIBILITIES

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.

Essential Duties and Responsibilities:

● Provide an industry-leading reservation solution in English and one or more language for all contacts
● Champion BrandHearted 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.

2. REQUIRED QUALIFICATIONS

Education: Some secondary school, high school diploma preferred but not required.
Experience:
Previous call centre 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.

CONTACTS – (Key Relationships)

Internal Key Relationships:

Team Managers
Other Reservation Sales Agents
Operations Manager
Workforce Management
Trainers
Human Resources

External Key Relationships:

Customers/Guests
Hotel and Corporate Employees

PHYSICAL REQUIREMENTS
Majority of work is performed in a normal office environment.

The statements in this job description are intended to represent the key duties, essential nature
and level of work being performed. They are not intended to be all responsibilities or
qualifications of the job.

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Name & Signature