Team Manager, Reservations & Customer Care (Baguio)

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

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.”

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.