**Role Purpose** **Key Accountabilities** + Must provide best-in-class reservation, sales, and customer service solution + Must maintain a keen interest in luxury travel destinations to inspire loyalty through personalized service that exceeds every expectation. + Demonstrates an in-depth knowledge, passion and pride of IHG’s luxury portfolio + Uses creativity to own and proactively resolve all customer problems quickly and effectively, ensuring guest satisfaction. + Embrace the global and cultural diversity of guests and focuses on providing meaningful and authentic experiences. + Applies exemplary customer service skills to include extraordinary follow-up, communication, rapport building and organizational skills. + Advance internet and computer knowledge with capability to navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience. + Ability to multitask including handling multiple customers and tasks efficiently and works effectively by understanding, trusting and using tools and information appropriately. + Equipped with market leading information by maintaining familiarity with Forbes and AAA Diamond rating programs and competent to follow the outlined guidelines. + Must be self-motivated and sales + service driven. + Ability to take initiative, set and achieve personal goals, and work with team to achieve company goals. + Must be able to work independently and as part of a team + Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.) + Collaborate with fellow team members and hotels to promote a positive team spirit + Ability to work in an environment that demands exceptional performance despite difficulties or obstacles. + A true desire to satisfy the needs of others in a fast-paced environment + Embracing change and adjusting well to evolutions in situation and task while sensitively responding and supporting others through change. + Analytical and can find problems and gaps in service delivery and report them for improvement. **Key Skills & Experiences** Education + Degree holder of any 4-year course Experience + 3 to 5 years call center experience in a sales and service capacity (non-scripted environment) or other call handling experience preferred. Hotel / travel experience desired. Technical Skills and Knowledge + Advanced internet and computer knowledge and with strong web-based navigation skill + Basic software and hardware troubleshooting + Distinguished verbal and written communication skills. + Best-in-class customer service skills, with the ability to balance sales and service; + Active listening, appropriate conversation pace, problem identification and resolution + Exhibits empathy, self-awareness, and sensitivity to diverse background and culture + Ability to tailor information for effective customer interaction + Adapts quickly to technology and organizational changes + Quick to adapt to evolving call and contact center types, new tools and processes; + Effective and efficient use of online communication tools and other systems application + Efficient and accurate data capture + Well-travelled or at least knowledgeable about travel + Manage time effectively Physical Requirements + Majority of work is performed in a normal office environment and/or remotely (work from home). Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.