Club Liaison

IHG's family of hotel brands has a powerful heritage that guests know and love, with hotels that are instantly recognized by millions around the world. From the first Bass brewery in 1777 to one of the world's leading hospitality companies, IHG's history is one of pioneering people and new ideas, built on a foundation of consistency, trust, innovation, caring and resolve.

The Club Liaison represents Holiday Inn Club by providing pre/post sale support to Sales division and new owners. Meets with new and existing Club owners during and after the sales process and provides one-on-one education regarding the Holiday Inn Club program. Uses discovery questions to partner with the owner whose account may be in suspense or pending status to tailor conversation/education to provide guidance for Holiday Inn Club membership while simultaneously supporting Sales. Will also perform the functions of a Holiday Inn Club Vacation Counselor in our vacation planning center by providing excellent real time face-to-face and over the phone servicing to book and confirm reservations while maintaining the integrity of the purchase. Is able to overcome objections with positive positioning and promotion of benefits of the program. Individuals in this position are empowered to make exceptions to Club/RCI policies and normal practices in order to achieve member satisfaction. Partners with sales to address any trends or objections in effort to ensure owner satisfaction and may be called upon from time to time to perform other customer service functions. This position does not require supervisory responsibilities in regard to managing people but will be required to use a high level of empowerment for problem solving and positioning that will result in outstanding owner experience.

* Provides outstanding face-to-face Customer service by using strong communication skills. * Works with suspense/pending accounts or accounts that are within rescission to ensure customer satisfaction to help maintain and support the sale * Displays impeccable knowledge of the Holiday Inn Club program and Holiday Inn Club member resorts. * Maintain all function/capabilities of a Vacation Counselor in order to handle questions and perform member accounting services with existing technology systems with a high level of accuracy * Utilize sound judgment and problem solving ability to ensure customer satisfaction * Has the ability to work independently and effectively manage time * Participates in team meetings and on-going training as directed

* Requires excellent interpersonal skills. * Has proven ability to handle escalated service calls/issues * Must demonstrate a commitment to customer service. * Must possess outstanding time management and prioritization skills * Must possess strong verbal and written communication skills. * Must be able to react and adapt to changes and priorities. * Must be detail and results oriented. * Must be able to work independently **Education and/or Experience** * High school diploma or GED required * Previous reservation and customer service experience in Holiday Inn Club call center preferred * Holiday Inn Club Partner booking experience preferred * 6 months of timeshare sales experience preferred * Bilingual preferred but not required.