Sales Team Manager – Reservations & Customer Care (Hybrid)

IHG Hotels & Resorts; Baguio; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Retirement Plan

Employee Hotel Discount

Recharge Days

Work-from-Home arrangement

Volunteer Days

Job summary

IHG Hotels & Resorts in a global network seeks a Sales Team Manager to lead a reservations and sales team, coaching colleagues to sell with integrity and using performance insights to boost conversion, revenue, loyalty, and guest experience.

You will drive daily execution, translate campaigns into actions, and build a high-performing, inclusive team with strong data discipline. This hybrid role offers growth and true hospitality culture.

Qualifications

• 5–8 years of progressive, results-driven sales experience with measurable targets.
• At least 2 years in a formal people-leadership role with accountability for team performance.
• Strong data literacy and ability to use Excel, dashboards, CRM, and contact center reporting to diagnose performance.
• Excellent communication, judgment, planning, and stakeholder-management skills.
• Bachelor’s degree preferred but not required.
• Flexibility to work business-required schedules including US business hours, evenings, overnights, weekends and holidays.

Responsibilities

• Lead the team to deliver sales, conversion, revenue, partner, loyalty, and enrollment targets while maintaining service quality.
• Turn campaigns and priorities into clear daily actions through huddles, call plans, coaching and follow-through.
• Use call and performance data to identify barriers, strengthen the sales pipeline, and build improvement plans.
• Coach consultative selling skills—needs discovery, value articulation, qualification, objection handling, and closing—through side-by-side support and reviews.
• Create accountability for results and customer-focused behaviors.
• Develop an inclusive, high-performance culture with clear expectations, feedback, and development plans.
• Manage day-to-day operations including attendance, scheduling, productivity, staffing, quality monitoring, reporting, and escalation.
• Resolve complex guest, hotel, or partner concerns while balancing service recovery and policy requirements.
• Collaborate with Operations, Workforce Management, Quality, Training, Talent Acquisition, HR, Customer Care and hotel stakeholders to improve outcomes.

Skills

People leadership

Coaching

Data literacy

Excel

Dashboards

CRM

Contact center reporting

Communication

Stakeholder management

Emotional intelligence

Cultural sensitivity

Resilience

Education

Bachelor’s degree preferred

Tools

Excel

Dashboards

CRM

Contact center reporting

Job description

IHG Hotels & Resorts in a global network seeks a Sales Team Manager to lead a reservations and sales team, coaching colleagues to sell with integrity and using performance insights to boost conversion, revenue, loyalty, and guest experience.

You will drive daily execution, translate campaigns into actions, and build a high-performing, inclusive team with strong data discipline. This hybrid role offers growth and true hospitality culture.