Job Description

Role Purpose

Provide customer service support to hotel operators, IHG corporate employees and non-IHG partners globally. Field incoming e-mails and liaise to obtain information regarding general inquiries including but not limited to brand initiatives, channel distribution, hotel standards and operations, hotel emergency and customer service support to hotel operators. When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important deadlines. Research and resolve booking barriers on digital distribution channels (Web, IHG App) related to content inaccuracies and payment methods.

Key Accountabilities

• Receive and review inbound emails from IHG hotels, internal colleagues, and non-IHG contacts across all brands and regions, liaising with the Hotel Operations Support Team in the Americas to address inquiries. Resolve issues globally by leveraging a wide range of knowledge in performance reports (STR Reports, IHG Fundamentals, and other dashboards), IHG programs, promotions, revenue management systems (IHG Concerto and Property Management Systems), distribution channels (direct channels, OTAs, meta search engines), rate and inventory management, sales, content, and general hotel operations. Refer issues to the appropriate specialist or team and handle escalations as necessary.
• Research and resolve booking barriers on digital distribution channels (Web, IHG App) related to content inaccuracies and payment methods.
• Perform electronic data management work. Update hotel profiles in IHG and partner databases. Update IHG database with hotel and above property key personnel.
• Support onboarding program for qualified hotel personnel covering Manager, Director, and Executive-level roles; setup onboarding calls, outbound email invites, and analysis of attendance progress. Setup action items for onboarding, monitor and follow-up completion as needed.
• Load action plans on hotel consultation/educational events on behalf of IHG field Specialists.
• Perform outbound communications campaigns via outbound call or email campaigns to communicate important and time-sensitive information from the IHG corporate office when needed.
• Design and distribute reports covering Operations and Channel Distribution trends. Prepare reports on IHG hotel information, content API (application programming interface) among others and distribute to various third-party connectivity partners.
• Prepare a variety of departmental reports and/or presentations, charts, presentation data, or logs as required and according to established specifications, gathering and summarizing information from various sources as requested; may create and format reports and presentation materials utilizing various spreadsheet graphics, and/or statistical software as needed.
• Handle low level hotel incidents as they are reported to IHG; escalate issues to the appropriate Manager on Duty when necessary and ensure internal functions are aware of the issues reported.
• At the direction of the HOS&S Manager, independently complete ad hoc projects that impact performance on revenue and support our partner teams. Complete and/or coordinate activities related to assigned special projects; assist in establishing project timetables, action steps and status updates; follow-up, as appropriate, to ensure timely execution to meet established deadlines.

Key Metrics

• Review and resolve content and distribution issues across IHG and third-party booking engines and meta search platforms; escalate to internal and external contacts as appropriate. Ensure cases are updated and monitored up to resolution.
• Review potential hotel incidents from reports received through group mailboxes or online alerts; handle minor hotel incidents and coordinate high level and sensitive cases to Manager on Duty.
• Perform electronic data management work. Update hotel key players and corporate contacts in IHG and partner databases; modify or upload local hotel information and other hotel content fields affecting placement in third party search engines and maps.
• Ensure prompt assignment of time-sensitive hotel cases impacting revenue, operations, and other highly sensitive incidents to appropriate specialists as they are reported to IHG.
• Ensure timely execution of outbound communication campaigns.
• Ensure attendance of qualified hotel personnel to their respective onboarding calls and completion of tasks as appropriate.

Key Skills & Experiences

Required Skills

• Ability to interpret available information, visualize and articulate recommendations or solutions for both basic and complex problems.
• Self-starter with high drive for results, demonstrated excellent foresight, problem solving and time management skills.
• Proven 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.
• Experience and knowledge of hotel operations and content standards and guidelines enabling operational excellence in driving revenue.
• Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations.
• Demonstrated attention to detail and ability to manage multiple tasks/clients required.
• Demonstrated knowledge of hotel systems and procedures.
• Demonstrated ability to keep current with industry trends/changes.
• Demonstrated ability to manage and prioritize multiple concurrent projects, consistently delivering high-quality deliverables with meticulous attention to detail.
• Ability to see the bigger picture; demonstrated aptitude to learn and adapt to fast changing environment and provide insights to help drive the business.
• Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
• Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams. Experience in Salesforce and other cloud-based platforms is highly preferred but not required.
• Strong technical skills in utilizing mail merge, and EmailOpen is highly preferred but not required.

Qualifications

• Minimum Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience

• At least 3+ year’s progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations.

Work Arrangement:

• Hybrid set-up with three (3) onsite days per week. Primary office location: CRO - Manila (27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, cor. Sen. Gil Puyat, Makati City 1200)
• Graveyard Shift following AMER region time zone.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?