Joern Schmidt

Cluster of three IHG-Hotels (Intercontinental Berlin, Crowne Plaza - Berlin Potsdamer Platz and Indigo Berlin Ku´damm) Responsable for all the induvidual reservations (up to 9 rooms) Upsell and cross-sell between all the three hotels Handling all the Wholesaler-Contacte (stop sales, open and close of free sale via Extranets) Rate loading for comany rates

- Leading and motivation up to 20 agents, daily analysis of personal team-objectives, - Auditing of the reservation procedure - Daily analysis of global aims and defense of them - Customer care and complaint management - Daily sales-training with the agents - Proactive cooperation with 21 Hotels and departments

- Responsible for all Group and MICE Bookings in South-Germany and Austria - Leading up to 40 employees - Monitoring and Evaluation Annual Targets for compliance - Review and Data Analysis - Analysis and Control of dashboards - Analysis of daily/weekly and mounthly service reports - Optimize Teamresults - Reviewing and Organizing Work Teamleader - Motivation of Teamleader and Agents - Detection of Deviations of Service - Customer care and complaint management

- Leading and motivation up to 20 agents, daily analysis of personal team-objectives, - Auditing of the reservation procedure - Daily analysis of global aims and defense of them - Customer care and complaint management - Daily sales-training with the agents - Proactive cooperation with 75 Hotels and departments of the Business unit Central Europe

Reservation of hotel rooms via telephone, mail or fax - Sales - Upselling - Information about availability, prices and offer

Ticket sales, information and counseling of clients - Proactive third-party-sales like Madridcard®, tickets for museum and souvenirs (based on commision)

Management von markt- und kundenorientierten Unternehmen Dienstleistungs-, Service- und Qualitätsmanagement Call- und Contact-Center: Zahlen, Daten, Fakten