Specialist Sales Support | IHG Army Hotels

Job Description

ROLE PURPOSE:

The IGM Care Team Specialist is part of the Global Sale Support Center that supports the groups and meetings systems and programs such as MeetingBroker, Fee Governance, and IHG LeadShare. The role will serve as a liaison between the IHG Global Sales Team and IHG Properties in maintaining the accuracy of data flow within the MeetingBroker tool through different escalation processes, providing analytical review system compliance campaigns, and system administration support to different stakeholders.

KEY ACCOUNTABILITIES:

  • Attends to inquiries from on-property and off-property colleagues globally for all contacts and provides proactive solution-based thinking in resolving issues. 
  • Strict evaluation of escalated MeetingBroker discrepancies from the Global Sales Team based on the agreed global policies and provides timely updates and resolutions to contribute to revenue targets. Communicate the escalation to the property representative and support system adoption for compliance. Evaluating revenue discrepancies due to currency alignment that causes an influx in revenue reports. 
  • Supports property-to-property referral program through LeadShare by providing system and program inquiries and assisting in incentive claims. 
  • Provide analytical insights to stakeholders on the hotel’s MeetingBroker compliance by analyzing performance trends and frequencies of non-fulfillment of tasks. 
  • Perform a variety of administrative support duties as assigned. Prepares weekly updates on the status of the assigned cases, accomplishes escalation and billing spreadsheets, and submits declared individual productivity counts. Extract, sort, and distribute escalations to colleagues as daily workload. Maintain consistent high-quality service by conducting weekly workload quality evaluations using the standardized scorecard. 
  • Provide analytical clarifications on the hotel’s performance in MeetingBroker through the Rebate Program. 
  • Evaluate requests in adding, changing, and removing hotels in MeetingBroker, ensuring that the accuracy of IHG’s hotel information in the system is essential. Job Description 
  • Default Lead catcher of IHG MeetingBroker subscription – responsible for reassigning Lead to available on-property hotel sales to increase the opportunity to convert business. 
  • Evaluate hotel MeetingBroker configuration to promote system adoption.

KEY SKILLS & EXPERIENCES:

Experience:  Previous call center experience in a sales and/or customer service capacity (non-scripted environment) preferred. Hotel/travel experience desired. Work history demonstrates high analytical skill and decision-making skills.

Technical Skills:

  • Demonstrates strong time management and effective verbal and written communications skills 
  • Ability to take initiative in finding solutions for complicated cases and use own judgment in selecting the best available option should there be problems that require immediate resolution.
  • Must have the ability to adapt to change by increasing awareness and having the willingness to take in new information.
  • Excellent PC Skills (including Microsoft Word & PowerPoint for process documentation; Microsoft Excel especially with pivot tables, vlookups, etc for reports and Microsoft Outlook)
  • Strong web-based navigation skills • Adopt technological and organizational changes
  • Embrace evolving call and contact types, adopt new tools and processes
  • Efficient and accurate data capture

ROLE PURPOSE:

The IGM Care Team Specialist is part of the Global Sale Support Center that supports the groups and meetings systems and programs such as MeetingBroker, Fee Governance, and IHG LeadShare. The role will serve as a liaison between the IHG Global Sales Team and IHG Properties in maintaining the accuracy of data flow within the MeetingBroker tool through different escalation processes, providing analytical review system compliance campaigns, and system administration support to different stakeholders.

KEY ACCOUNTABILITIES:

  • Attends to inquiries from on-property and off-property colleagues globally for all contacts and provides proactive solution-based thinking in resolving issues. 
  • Strict evaluation of escalated MeetingBroker discrepancies from the Global Sales Team based on the agreed global policies and provides timely updates and resolutions to contribute to revenue targets. Communicate the escalation to the property representative and support system adoption for compliance. Evaluating revenue discrepancies due to currency alignment that causes an influx in revenue reports. 
  • Supports property-to-property referral program through LeadShare by providing system and program inquiries and assisting in incentive claims. 
  • Provide analytical insights to stakeholders on the hotel’s MeetingBroker compliance by analyzing performance trends and frequencies of non-fulfillment of tasks. 
  • Perform a variety of administrative support duties as assigned. Prepares weekly updates on the status of the assigned cases, accomplishes escalation and billing spreadsheets, and submits declared individual productivity counts. Extract, sort, and distribute escalations to colleagues as daily workload. Maintain consistent high-quality service by conducting weekly workload quality evaluations using the standardized scorecard. 
  • Provide analytical clarifications on the hotel’s performance in MeetingBroker through the Rebate Program. 
  • Evaluate requests in adding, changing, and removing hotels in MeetingBroker, ensuring that the accuracy of IHG’s hotel information in the system is essential. Job Description 
  • Default Lead catcher of IHG MeetingBroker subscription – responsible for reassigning Lead to available on-property hotel sales to increase the opportunity to convert business. 
  • Evaluate hotel MeetingBroker configuration to promote system adoption.

KEY SKILLS & EXPERIENCES:

Experience:  Previous call center experience in a sales and/or customer service capacity (non-scripted environment) preferred. Hotel/travel experience desired. Work history demonstrates high analytical skill and decision-making skills.

Technical Skills:

  • Demonstrates strong time management and effective verbal and written communications skills 
  • Ability to take initiative in finding solutions for complicated cases and use own judgment in selecting the best available option should there be problems that require immediate resolution.
  • Must have the ability to adapt to change by increasing awareness and having the willingness to take in new information.
  • Excellent PC Skills (including Microsoft Word & PowerPoint for process documentation; Microsoft Excel especially with pivot tables, vlookups, etc for reports and Microsoft Outlook)
  • Strong web-based navigation skills • Adopt technological and organizational changes
  • Embrace evolving call and contact types, adopt new tools and processes
  • Efficient and accurate data capture

Location