IHG Hotels & Resorts has more than 5,800 leased, managed, or owned hotels worldwide. You'll find us in more than 100 countries across 16 brands. Specifically, our Luxury + Lifestyle portfolio includes unique brands such as Kimpton Hotels & Restaurants, Vignette Collection, Intercontinental Hotels & Resorts, Regent Hotels & Resorts, and Six Senses.
Specialist Voice (Remote) - IHG 703654
Specialist, Voice - IHG Luxury & Lifestyle Americas services is responsible for optimizing voice programs, training and procedures along with implementing best practices with the contact center and Luxury & Lifestyle voice support team. Identify opportunities to optimize voice strategy via monitoring calls, providing support with major projects, audits and assisting with voice channel implementation of new or transitioning hotels and restaurants. This role will work closely with cross-functional teams such as Distribution, Revenue, Sales & Marketing, Digital Marketing, Hotel & Restaurant Operations, Finance, and IT. This role reports to the Manager, Voice - Luxury & Lifestyle Americas.
Primary Responsibilities
- Develop and manage Luxury & Lifestyle Services voice support team.
- Ensure all SLA commitments to accounts are maintained.
- Provide comprehensive VIP reservations support for accounts.
- Process daily reporting to assist hotels in identifying erroneous reservations with further investigation as needed.
- Manage OTA guest messages and provide guidance to hotel operations team.
- Conduct analysis of voice channel performance in order to drive insights from data that aid in the advancement of voice strategy.
- Ensure contact center Operations team is supported with regular training, material enhancement and communication.
- Implement new hotel onboarding and support voice channel strategy for successful openings.
- Carry out initiatives to scale the luxury voice organization and call center operations to meet the growing needs of the Luxury & Lifestyle Services accounts.
- Optimize content management for voice channels via HCM across the portfolio.
- Conduct daily commission processing/reconciling via IHG Commission Services.
- Create Hotel Spotlight presentations in conjunction with hotel teams across all accounts.
- Conduct scheduled call monitoring services across all accounts.
- Inform and track efficacy of hotel specific incentives.
- Carry out service model standards across the Luxury & Lifestyle Services reservations team to ensure meaningful communication with our guests.
- Conduct quarterly content, voice platform audits across hotel & restaurant accounts.
The range for this role is $25 - $31.25 per hour. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
**This job is also eligible for bonus pay.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k) with company matching, and more to eligible employees.
You can apply for this role here or through your ADP profile if you are a current employee.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: A Bachelor's degree in Business or Hotel Administration, or equivalent from an accredited university or college.
Language Skills: Ability to read, write, and verbally communicate effectively and professionally with other business departments and guests. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
Physical Demands: While performing the duties of this job, the employee is constantly required to use a keyboard, dial, sit, see, hear, write, and speak. The employee is frequently required to bend, handle (hold, grasp, turn, or otherwise work with the hand or hands), finger (picking, pinching, fine manipulation), and stand. The employee is minimally required to push, pull, and walk and is minimally required to kneel, and squat. The employee is minimally required to lift and/or move 10-25lbs.
Mental Demands: While performing the duties of this job, the employee is constantly required to produce detailed work, use reasoning skills, verbal and written communication skills, have customer contact, and handle multiple concurrent tasks and constant interruptions. The employee is occasionally required to use math skills and give presentations.
Work Environment: While performing the duties of this job, the employee may be exposed to noise or use of tools/equipment.
Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.
Specific Experience/Skills We're Seeking
- 2+ years of distribution or reservations supervisory experience with substantial understanding of contact center solutions, reservations & and distribution systems, platforms and integrations.
- Bachelor's degree in Business or Hotel Administration, or equivalent from an accredited university or college.
- Knowledge and experience with hotel & and restaurant applications is a plus (e.g. CRS, GDS, Opera PMS, Microsoft applications).
- A skilled management style that exemplifies strong leadership and a focus on process and the ability to keep things on track; in addition, the ability to effectively prioritize.
- Excellent communication and presentation skills, both verbal and written.
- Demonstrates creativity in solving problems or generating improvement ideas.
- Ability to work in a fast-paced environment.
- Well organized and detail-oriented, with a high sense of accountability and integrity.
- Highly motivated and flexible, possessing the ability to take initiative, succeed while under pressure and meet deadlines.
- A team player who is able to grow and maintain a positive culture that reflects the overall values of the organization.
- Some travel required.
Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.
Be Yourself. Lead Yourself. Make it Count.
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