Reservations Sales Specialist, IHG - Remote (Mexico)

IHG Hotels & Resorts; Zacatecas; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una destacada cadena hotelera está buscando un Especialista en Reservas remoto en México. Este rol requiere habilidades bilingües en español e inglés y una fuerte capacidad de servicio al cliente. Serás responsable de proporcionar soluciones de reservas excepcionales y construir relaciones con los huéspedes. La flexibilidad de horario es esencial, ya que las operaciones pueden requerir trabajar los fines de semana. Si estás listo para un desafío y tienes una pasión por el servicio, te queremos en nuestro equipo.

Formación

• Experiencia previa en un centro de llamadas en capacidad de ventas preferida.
• Experiencia en hotelería/viajes es un plus.
• Habilidades intermedias a avanzadas en inglés necesarias.

Responsabilidades

• Ofrecer soluciones de reservas excepcionales en español e inglés.
• Construir una buena relación con los huéspedes a través de una escucha activa.
• Buscar soluciones creativas a los desafíos.

Conocimientos

Habilidades de comunicación bilingüe (español e inglés)

Fuerte servicio al cliente y habilidades de ventas

Inteligencia social

Educación

Diploma de secundaria requerido

Licenciatura en Turismo o campo relacionado preferido

Descripción del empleo

Location: Mexico (Remote; must have permission to work in Mexico)

Trabajo 100% remoto en la República Mexicana

Role Purpose

Join our dynamic team as a Reservations Specialist, where you will provide exceptional travel and solutions. As a key point of contact for our customers, you will embody the IHG brand experience, taking pride in every interaction to educate guests about our offerings. You will have the autonomy to make creative decisions that cater to the unique travel needs of our guests, driving revenue and fostering customer loyalty. If you are passionate about learning and growing in a fast-paced environment, we want to hear from you!

Key Responsibilities

• Deliver industry-leading reservation solutions in both Spanish and English for all customer inquiries.
• Champion our brand values by demonstrating knowledge, passion, and pride in our services.
• Embrace the global and cultural diversity of our guests and business needs.
• Consistently meet or exceed performance expectations in revenue, conversion, quality, and guest satisfaction.
• Build rapport with guests through active listening and a warm, conversational approach.
• Inspire loyalty through personalized and efficient service tailored to guest needs.
• Proactively find creative solutions to challenges and take accountability for results.
• Manage time effectively, adhering to schedules and compliance requirements.
• Navegate multiple web-based systems to enhance the guest experience.
• Actively participate in company initiatives, training, and events.
• Take ownership of your personal development while aligning with team and company goals.
• Embrace change and support colleagues through transitions.
• Seek opportunities to improve individual and team performance.

Key Skills & Experience

• Education: High school diploma required; a college degree in Tourism or a related field is preferred.
• Experience: Previous call center experience in a sales capacity or other call handling experience is preferred. Hotel/travel experience is a plus.

Technical Skills

• Bilingual communication skills (Spanish and English) – listening, written, and verbal. An English test and interview questions will be part of the selection process. Intermediate to advanced English skills are required for the job.
• Strong customer service and sales skills, balancing sales with service.
• Social intelligence, including empathy and cultural sensitivity.
• Strong web-based navigation skills and the ability to embrace technological changes.
• Efficient and accurate data capture and basic troubleshooting skills.
• Effective use of online communication tools and systems.

Schedule Flexibility

This position requires schedule flexibility, as operations may require working on weekends or national holidays. Normal working hours will be a 9-hour schedule (including a 1-hour lunch break) within the reservations center service window (5 AM to 12 AM midnight), with 2 days off per week.

Physical Requirements

The majority of work is performed in a remote environment (work from home).

Trabajo 100% remoto en la República Mexicana

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.