**Role Purpose**

An expert in providing travel advice and solutions in escalated or high-profile situations. Perform in a lead role, solving problems and providing guidance to staff. A critical customer touch point for delivering on our IHG brand experience. Be a brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role.

**Key Accountabilities**

+ Provide an industry-leading reservation, loyalty program and service recovery solution for all contacts
+ Perform in a lead role and provide guidance to less experienced staff in the accomplishment of tasks and or when solving more complex issues.
+ Champion Brand Hearted behaviors by demonstrating brand knowledg...