Lead Travel Care Specialist

InterContinental Hotels Group; Philippines; Hybrid; PHP 325,000 - 389,000; Full time

Job summary

InterContinental Hotels Group in the Philippines seeks an expert in providing travel advice and solutions in escalated situations to lead the team in solving problems and guiding staff. You will be a brand champion, educating guests about our brands and products while delivering an outstanding customer experience.

You will handle reservations, loyalty program inquiries, and service recovery with a proactive, attentive approach, using tools and market insight to meet guests’ needs, drive revenue,

Qualifications

• Previous call center experience in sales and/or customer service (non-scripted).
• Hotel/travel experience preferred.
• Bi-lingual abilities where required.

Responsibilities

• Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts.
• Perform in a lead role and provide guidance to less experienced staff in the accomplishment of tasks and or when solving more complex issues.
• Champion Brand Hearted 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.).
• Inspire loyalty and build rapport with our guests, business partners, hotels and corporate employees, through personalized and efficient service driven by the customer needs.

Skills

Customer service

Communication

Active listening

Social intelligence

Bi-lingual

Web navigation

Data entry

Problem resolution

Troubleshooting

Education

High school diploma

Job description

InterContinental Hotels Group in the Philippines seeks an expert in providing travel advice and solutions in escalated situations to lead the team in solving problems and guiding staff. You will be a brand champion, educating guests about our brands and products while delivering an outstanding customer experience.

You will handle reservations, loyalty program inquiries, and service recovery with a proactive, attentive approach, using tools and market insight to meet guests’ needs, drive revenue,