Team Manager, Groups and Meetings Global Account

• 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