Job Description

Location: Mexico (Remote; must have permission to work in Mexico)
Trabajo 100% remoto en la República Mexicana

Role Purpose:
Join our dynamic team as a Reservations Specialist, where you will provide exceptional travel advice and solutions. As a key point of contact for our customers, you will embody the IHG brand experience, taking pride in every interaction to educate guests about our offerings. You will have the autonomy to make creative decisions that cater to the unique travel needs of our guests, driving revenue and fostering customer loyalty. If you are passionate about learning and growing in a fast-paced environment, we want to hear from you!

Key Responsibilities:

• Deliver industry-leading reservation solutions in both Spanish and English for all customer inquiries.
• Champion our brand values by demonstrating knowledge, passion, and pride in our services.
• Embrace the global and cultural diversity of our guests and business needs.
• Consistently meet or exceed performance expectations in revenue, conversion, quality, and guest satisfaction.
• Build rapport with guests through active listening and a warm, conversational approach.
• Inspire loyalty through personalized and efficient service tailored to guest needs.
• Proactively find creative solutions to challenges and take accountability for results.
• Manage time effectively, adhering to schedules and compliance requirements.
• Navigate multiple web-based systems to enhance the guest experience.
• Actively participate in company initiatives, training, and events.
• Take ownership of your personal development while aligning with team and company goals.
• Embrace change and support colleagues through transitions.
• Seek opportunities to improve individual and team performance.

Key Skills & Experience:

• Education: High school diploma required; a college degree in Tourism or a related field is preferred.
• Experience: Previous call center experience in a sales capacity or other call handling experience is preferred. Hotel/travel experience is a plus.

Technical Skills:

• Bilingual communication skills (Spanish and English) – listening, written, and verbal. An English test and interview questions will be part of the selection process. Intermediate to advanced English skills are required for the job.
• Strong customer service and sales skills, balancing sales with service.
• Social intelligence, including empathy and cultural sensitivity.
• Strong web-based navigation skills and the ability to embrace technological changes.
• Efficient and accurate data capture and basic troubleshooting skills.
• Effective use of online communication tools and systems.

Schedule Flexibility:

This position requires schedule flexibility, as operations may require working on weekends or national holidays. Normal working hours will be a 9-hour schedule (including a 1-hour lunch break) within the reservations center service window (5 AM to 12 AM midnight), with 2 days off per week.

Physical Requirements:

The majority of work is performed in a remote environment (work from home).

Trabajo 100% remoto en la República Mexicana

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?