Consultant, Critical Response & Support

IHG•Atlanta, GA

3d•$60,000 - $70,000•Hybrid

About The Position

Handle all Sales & Marketing inquiries from hotels in form of phone calls and emails. Follow the established work process and provide hotels with respective solutions to their issues. Assist hotel colleagues to utilize and embed tools / programs to drive business performance. Your day to day Act as the first point of contact for the sales support desk. Respond to inquiries from hotel sales and marketing teams. This includes but not limited to, rate loading, room types, Holidex, IHG RFP, commissions, corporate accounts, marketing and promotions, systems and tools. Provide hotels the solutions to the issues within the standard time frame, and the problems and issues are resolved to the satisfaction of our hotel colleagues. Actively follow through to ensure hotels receive the solution within the agreed time frame. Capture information related to any hotel inquires, track response time and time required to resolve the issues to ensure hotels are supported in a timely manner. Report common and repeat issues reported from hotels, and feedback to functional team for enhancement made to tools, programs and work process.

Requirements

Well versed with hotel Sales & Marketing operations
Savvy IHG Sales & Marketing systems, processes and terminology, include but not limited to sales, revenue management and distribution channel concept
Display good understanding of the IHG reservation system
Demonstrate strong ability to take initiative, meet deadlines and commitments in handling multiple tasks
Listens, interprets and conveys information in a clear and accurate manner
Be able to anticipate the wider impact of key issues/initiatives, and also hotels’ response to the solution provided.
Adapt various communication style to various audiences, including hotels, GC functional teams and l support teams to ensure effective assistance to hotels.
Bachelor degree or equivalent International degree
5 or more years of S&M experience at corporate or at hotels

Responsibilities

Act as the first point of contact for the sales support desk.
Respond to inquiries from hotel sales and marketing teams.
Provide hotels the solutions to the issues within the standard time frame
Actively follow through to ensure hotels receive the solution within the agreed time frame.
Capture information related to any hotel inquires, track response time and time required to resolve the issues to ensure hotels are supported in a timely manner.
Report common and repeat issues reported from hotels, and feedback to functional team for enhancement made to tools, programs and work process.