Team Manager, Groups and Meetings Global Account

2 weeks ago

Makati City, National Capital Region, Philippines IHG Hotels & Resorts Full time ₱1,200,000 - ₱2,400,000 per year
  • 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.

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