Team Leader

Job Description

Your role as a Team Leader with Accor Global Reservation Centre will provide you with the unique opportunity to build strong relationships while inspiring others to be their best and leading them to create exceptional luxury guest experiences.
 

Job Purpose:

• To inspire a positive working environment through colleague engagement initiatives
• Sense of belonging - working alongside a strong team who both supports and champions your success 
• Propose innovative solutions and ideas to enhance departmental results

Main Duties:

Reporting to the Director, Luxury Reservation Sales,

• Support your team in delivering an effortless luxury guest experience, maintaining the highest level of guest satisfaction for our brands all over the world  
• Support team members in identifying strengths and weaknesses and developing a plan for continuous improvements
• Provide frequent coaching, guidance, and support to the Consultants/Sales Agents
• Develop sales skills to assist your team in delivering world-class results  
• Monitor statistics in order to achieve maximum service and productivity levels  
• Collaborate with the team to identify and coordinate training efforts to improve performance, operational procedures, sales, and customer service abilities of team members 
• Facilitate Consultant with communication meetings, focus groups, and team building activities  
• Complete administrative tasks including Consultant & Sales Agent's performance records, sales statistics, attendance, and coaching plans 
• Building reporting in terms of performance and quality, collective and individual
• Auditing the activity with Quality standards grid
• Participating as a member of the Operations Committee in transversal projects

Qualifications

Your experience and skills include:

• Experience in Sales, Customer Service, Contact Center, and Leadership/Sales Support Experience are assets 
• Strong English verbal and written communication skills. 
• Fluency in French is an asset
• Computer proficient, with an excellent knowledge of the CRS and Microsoft Office
• Action-oriented, highly organized, proven ability to get results 
• Positive attitude and agility, a natural collaborative skill, fast and organized thinker, multi-tasker
• Must work well under pressure in a fast-paced environment, with an ability to prioritize while executing in a tactful manner
• Promote trusting relationships, open-minded and embrace diversity 
• Proactive approach, highly responsible and reliable
• Ability to serve as an Accor brand ambassador and truly showcase what it means to work at Accor

Others:

• Must be currently legally entitled to work full-time in Spain 
• Rotating schedules, including two weekends off per month