Sales Responsibilities:
· Answer all incoming calls, emails and chat messages in a friendly, energetic, and efficient manner following the quality guidelines
· Make hotel reservations, cancellations and modifications of stay
· Handle objections and be persuasive
· Assist guests regarding queries on hotel facilities, destinations, and Accor loyalty programme
· Offering a personalized experience, even more so for overflow hotels
· Ensure revenue is maximized by up-selling guest rooms and propose cross selling
Team Leader Responsibilities:
· Support the team of Sales agents.
· Monitor daily performance metrics (conversion rates, revenue targets, CSAT)
· Monitor daily agents’ activity report, agent availability and efficiency (Answer rates, AHT KPI).
· Conduct call monitoring, coaching sessions
· Motivate the team to achieve and exceed KPIs.
· Assist in onboarding and training new hires.
· Escalate complex customer or operational issues to management when needed.
· Foster a positive, high-performance team culture
· Creating ad-hocs SOP, speech guidelines, action plans in collaboration with the Support Coach and Quality Manager