Team Manager, Customer Care (Baguio)

IHG Army Hotels; Baguio; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Retirement Plan

Employee Hotel Discount

Recharge Days

Work-from-Home arrangement

Giving for Good Volunteer Days

Colleague Share Plan Participation

Generous time-off

Job summary

IHG Hotels & Resorts is seeking a Sales Team Manager to lead a reservations and sales team, shaping daily execution, coaching colleagues to sell with confidence and integrity, and using performance insights to improve conversion, revenue, loyalty, and guest experience.

You will drive campaigns, convert priorities into actionable plans, and monitor performance data to optimize the sales pipeline while ensuring service quality and commercial integrity.

Qualifications

• 5-8 years of progressive sales, reservations, or contact center experience with a track record of meeting or exceeding targets.
• At least 2 years in formal people-leadership roles with coaching experience.
• Strong data literacy with Excel, dashboards, CRM, and reporting.
• Excellent communication, planning, and stakeholder-management skills.
• Evidence of impact over tenure.
• Flexibility to work US business hours, evenings, overnight shifts, weekends, and public holidays.

Responsibilities

• Lead your team to deliver sales, conversion, revenue, partner, loyalty, and enrollment targets while protecting service quality and commercial integrity.
• Turn campaigns, promotions, 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 that move results.
• Coach consultative selling skills—including needs discovery, value articulation, qualification, objection handling, and closing—through side-by-side support and reviews.
• Create accountability for results and customer-focused behaviors.
• Build an inclusive, high-performance culture with clear expectations and regular feedback.

Skills

Sales leadership

Coaching

Data literacy

Excel / dashboards

CRM

Stakeholder management

Communication skills

Education

Bachelor’s degree preferred

Tools

CRM

Job description

Turn strong sellers into a high-performing team- and great conversations into lasting commercial results. If you love coaching people, using data to unlock performance, and creating a sales culture where customer experience and results go hand in hand, join IHG Hotels & Resorts as a Sales Team Manager.

Why join us?

Lead a reservations and sales team within one of the world’s leading hospitality companies. You’ll shape daily execution, coach colleagues to sell with confidence and integrity, and use performance insights to improve conversion, revenue, loyalty, and guest experience. This is an opportunity to build future sales talent while growing your own leadership career in a global organization.

What you'll do?

• Lead your team to deliver sales, conversion, revenue, partner, loyalty, and enrollment targets while protecting service quality and commercial integrity.
• Turn campaigns, promotions, and commercial priorities into clear daily actions through focused huddles, call plans, coaching, and follow-through.
• Use call and performance data to identify barriers, strengthen the sales pipeline, and build improvement plans that move results.
• Coach consultative selling skills—including needs discovery, value articulation, qualification, objection handling, and confident closing—through side-by-side support, recorded-call reviews, calibration, and one-on-ones.
• Create accountability for both results and the quality of the customer-focused behaviors used to achieve them.
• Build an inclusive, high-performance culture through clear expectations, recognition, regular feedback, and individualized development plans.
• Manage day-to-day operations, including attendance, schedule adherence, productivity, staffing coverage, quality monitoring, reporting, and timely escalation of customer, people, or operational risks.
• Resolve complex guest, hotel, or partner concerns while balancing service recovery, policy requirements, and long-term relationship value.
• Partner with Operations, Workforce Management, Quality, Training, Talent Acquisition, Human Resources, Customer Care, and hotel and corporate stakeholders to improve business, colleague, and guest outcomes.

What you'll bring

• 5-8 years of progressive, results-driven experience in sales, reservations, or a contact center environment, with a clear, measurable record of meeting or exceeding sales, conversion, or revenue goals and helping individuals or teams improve from below target to target.
• At least 2 years in a formal people-leadership role, with accountability for team performance; proven coaching and consultative selling expertise; and the emotional intelligence, cultural sensitivity, and resilience to develop onsite, remote, or hybrid teams.
• Strong data literacy, including the ability to use Excel, dashboards, CRM, and contact center reporting to diagnose performance and guide action.
• Excellent communication, judgment, planning, and stakeholder-management skills, with the confidence to lead through change and perform under pressure.
• Bachelor’s degree preferred but not required. Evidence of impact—not tenure alone—is the hiring bar.
• Flexibility to work business-required schedules, including US business hours, evenings, overnight shifts, weekends, and public holidays.

What's in it for you

• Long-term career growth and leadership-development opportunities in one of the world’s leading hospitality companies.
• The opportunity to shape team performance, strengthen sales capability, and develop the next generation of sellers and leaders.
• Earn competitive pay plus work from home allowance, sales incentive, and performance accelerators
• Unique IHG perks: Retirement Plan, Employee Hotel Discount, Recharge Days, Work-from-Home arrangement (except as needed onsite e.g. New Hire Orientation, Training, and Performance Management), "Giving for Good" Volunteer Days, Colleague Share Plan Participation, and generous time-off.
• A culture that values performance, learning, inclusion, and "True hospitality for good."