+ Lead team members to deliver an industry-leading reservation, loyalty program and service recovery solution for all contacts. + Demonstrating brand knowledge, brand passion and brand pride. (IHG BrandHearted behaviors). + Ensure employees are delivering a consistent brand experience at every customer touch-point. + Proactively plan, prepare and deliver inspiring coaching conversations and team meetings with a focus on accountability for behaviors that drive results and creating a great guest experience that maximizes revenue delivery. + Engage team and create a high-performance culture. Responsible for the care, resolution and escalation of employee issues for assigned teams. Manage attendance, schedule compliance and efficiency metrics. + Drive sales and revenue accountability among all teams through the performance management cycle. + Support employees in their learning and career development. + Leverage learning and development resources. + Lead and participate in company initiatives and events. Take ownership of own personal development. + Champion change of all continuous improvement initiatives in GSSC. + Hire and onboard new team members with a focus on ensuring the right people are in place to deliver on the IHG Vision. + Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.). + Support and demonstrate IHG’s company values, leadership competencies and ways of working. Experience + 4 to 7 years progressive work related experience in a Contact Center, sales, or customer service environment as well as demonstrated proficiency in multiple disciplines/processes related to the position. Previous coaching experience preferred. + Technical Skills and Knowledge + Strong coaching and motivational skills with an emphasis on Leading and Developing others and Championing Change; + Ability to handle difficult conversations and situations; + Excellent organizational and planning skills; ability to prioritize and organize effectively and delegate tasks where necessary; + Strong communication skills - a high level of listening, written, verbal and presentation skills; + Demonstrate empathy, self-awareness, cultural sensitivity; + Strong web-based navigation skills; good working knowledge of Word, Excel, PowerPoint, Gmail and other relevant systems; ability to adapt to new technology. + Aptitude for interacting with all levels of staff and internal and external business partners using collaboration and influencing skills. + Demonstrated knowledge of Sales Processes and Techniques 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.