Remote Trilingual Portuguese - IHG Reservations Sales

Remote Trilingual Portuguese - IHG Reservations Sales

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.

Key Accountabilities

• Provide an industry-leading reservation solution in Portuguese, English and Spanish 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.
• Use creativity to proactively find solutions to drive results; take accountability and listen to ideas and feedback from 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 participate in company initiatives, training and events.
• Take ownership of personal development while aligning with team priorities and company goals.
• Embrace change and adjust 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.

Technical Skills:

• Strong customer service and sales skills, with the ability to balance sales with service.
• 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 troubleshooting.
• Effective and efficient use of online communication tools and other systems applications.

Physical Requirements:

Majority of work is performed remotely (work from home). (Trabajo remoto, permiso para trabajar en México requerido)

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.