Senior Team Leader

Would you like to work for a company where hospitality is a work of heart and  you can be all you are?

Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care.  With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.

At the Accor Global Reservation Centre, we offer memorable experiences to our clients.
You will be part of an international team helping guests offering them the best experience when making the reservation in the luxury hotels around the world. You will be sharing your expertise and knowledge of our spectacular, world-class locations and properties while having authentic conversations with guests.  

The Senior Team Leader, is responsible for leading and developing a high-performing team of luxury sales consultants. This role involves enhancing operational efficiency, providing timely follow-up guidance, and acting as a bridge between the Sales and Operations teams to ensure effective communication and execution of initiatives. Additionally, the position offers an excellent opportunity to enhance business knowledge and foster professional growth. Key responsibilities include overseeing daily team operations, mentoring team members, analyzing sales performance metrics, and implementing strategies to optimize sales processes and achieve company goals.

Job duties & responsibilities:

This dynamic position will build upon the responsibilities of a Team Leader, Reservation Sales incorporating additional responsibilities such as:

Team Leadership & Performance Management:

• Lead, mentor, and support a team of reservation sales consultants to achieve performance targets.
• Manage a team of luxury sales consultants, enhancing center performance in sales and quality service.
• Support the team in handling high-value reservations with attention to detail and personalization.
• Support Team Leaders by assisting with day-to-day operational questions and providing immediate support to Sales Leadership.
• Monitor KPIs, service levels, and quality assurance to maintain a luxury customer experience.
• Implement operation strategies to enhance Team Leaders and team productivity, motivation, and engagement.
• Conduct regular performance reviews and provide coaching for continuous improvement.
• Responsible for ensuring that the team achieves high scores on corporate Employee Satisfaction Surveys (ESS) and Develop Action Plans by collaborating with team members to create targeted strategies addressing identified issues, aiming to enhance job satisfaction and engagement.

Training & Content Development:

• Liaise with team leaders and reservation sales to propose and develop content for luxury and sales coaching and monthly meetings.
• Create and maintain Reservation Centre Excellence sales training and develop programs for delivery at GRC.
• Work with the Sales Leadership team to identify and coordinate training efforts to improve center performance, operational procedures, sales, and customer service abilities of team members.
• Liaise together with the Senior Reservation Sales Manager on Educational Tours creation and organization, ensuring effective training and property visits for the team.

Operational Excellence:

• Ensure compliance with company policies and operational standards.
• Collaborate with cross-functional teams to streamline processes and optimize efficiency.
• Provide data-driven insights and reports to senior management for workforce planning.
• Suggest resource allocation to ensure team efficiency and effectiveness, not limited to Leaders and Consultants.
• Report at Operations meetings on behalf of the department.

Liaison & Industry Engagement:

• Collaborate and liaise with operations leaders in other departments (e.g., Quality and Learning, Sales Support team, T&C, Workforce Planner) for daily inquiries.
• Stay current on industry trends and best practices to continuously improve team performance in sales.

Workforce management:

• Ensure the team holiday forecast is up-to-date and aligns with center expectations.
• Work closely with Workforce Management (WFM) to ensure shift allocation is fair and efficient.
• Act as a backup for WFM in creating and managing the team schedule.
• Take ownership of team leaders’ schedule creation to ensure seamless operations.

Your experience and skills include:

• Fluency in English (C1) is required.
• Proficiency in another language is a plus.
• More than three years of experience in a similar role within a call center environment.
• Strong knowledge of software platforms such as Salesforce, Tableau, and AWS, along with center reservation systems.
• Exceptional proficiency in Excel and other BI tools.
• Outstanding verbal, written, and listening skills, as well as effective questioning techniques.
• Strong interpersonal, communication, and leadership abilities, with the capacity to influence and build relationships at all levels.
• Proven ability to exceed revenue targets and effectively manage sales functions in both startup and established settings.
• Positive attitude, adaptability, natural collaborator, quick and organized thinker, and capable of multitasking.

If you are passionate about luxury and sales, and are looking for a role that values genuine interactions and exceptional guest experiences, apply now to become a Luxury Reservation Consultant with us. Let's create unforgettable experiences together.

Location and Availability Requirements:  

• Must be currently legally entitled to work full-time in Spain 
• 39 working hours/ week
• We offer rotating shifts
• 2 consecutive days off (two weekends off per month guaranteed)
• Current opening hours: Mon-Sun 8am to 10pm

Our Commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent. 

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

What It’s Like to Work at Accor Global Reservation Centre:

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