Remote Trilingual Portuguese - Ihg Reservations Sales

Ihg, L.C.; México; A distancia; MXN 167.000 - 257.000; Jornada completa

Descripción de la vacante

IHG busca un/a representante de reservas remoto que hable portugués, inglés y español. El rol implica asesorar y vender soluciones de viaje, manteniendo un servicio al cliente de alta calidad y promoviendo las marcas IHG.

El/la candidato/a debe tener experiencia en atención al cliente o ventas, preferiblemente en call center, y capacidad para navegar múltiples sistemas web. El puesto es remoto desde México y ofrece flexibilidad trabajando desde casa.

Formación

• Education: Some secondary school; high school diploma preferred but not required.
• For Mexico: high school diploma minimum; degree in Tourism or similar preferred.
• Experience: previous call center sales or similar call handling experience preferred.
• Hotel/travel experience desirable.
• Technical skills: strong customer service and sales, bilingual communication, social intelligence, data capture, web navigation, adaptability to change, use of online tools.

Responsabilidades

• Provide reservations in Portuguese, English and Spanish for all contacts.
• Demonstrate brand values with knowledge, passion and pride.
• Respect global and cultural diversity of guest needs.
• Meet revenue, conversion and guest-satisfaction targets.
• Build rapport with guests through active listening and warmth.
• Deliver personalized and efficient service to drive loyalty.
• Navigate multiple web-based systems across work streams.
• Use tools and information accurately and effectively.

Conocimientos

Customer service

Sales skills

Bilingual communication

Social intelligence

Data capture

Web navigation

Tech adaptability

Communication tools

Educación

High school diploma

Tourism degree preferred

Descripción del empleo

Remote Trilingual Portuguese - IHG Reservations Sales

Empresa : Ihg, L.c. Tipo de empleo : Tiempo completo Remote / Work from Home

Descripción del trabajo - Remote Trilingual Portuguese - IHG Reservations Sales

Description

Role Purpose

(Trababjo remoto, permiso para trabajar en México requerido)

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 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.


• Effective and efficient use of online communication tools and other systems application.

Physical Requirements:
Majority of work is performed remotely (work from home). (Trababjo remoto, permiso para trabajar en México requerido)

Sobre la empresa

Ihg, L.c.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?