Job Description

Role Purpose

Represents the company by handling all incoming calls generating group and meeting business opportunities for all brands within the InterContinental Hotels Group (IHG). Acts as a liaison between the guest and hotels generating new business opportunities daily. This translates to around $100 million in contracted group & meetings business for IHG annually.

Key Accountabilities

• Professionally greet our clients calling the IHG Group Centre.
• Handles web and email requests efficiently and within the prescribed response times.
• Work with clients to identify their needs and locate IHG properties that best accommodate the client.
• Actively gather the necessary specifications for our hotel(s) to make a bid decision.
• Promptly forward the new group lead to the identified hotel(s) for review and the opportunity to bid.
• Actively trace leads outside of 6 months, for 24 hours to ensure hotel response.
• Trace the lead for follow-up with our hotel(s) and with our clients to conclusion.
• Handles Crisis Management and Hurricane Support calls and emails according to the established processes.

Key Skills & Experiences

Required Skills –

• Demonstrated ability to determine what is required and take action and responsibility to deliver it. Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required.
• Must have established organization skills required to maintain electronic and paper filing systems
• Act under consistent and direct supervision, generally following documented procedures
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
• Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying information to clients, technicians, management and team members as well as producing reports.

Qualifications –

At least a graduate of any four-year course.

Experience –

Fresh graduate or at least one (1) year of business experience in a Call Center/Hotel Guest Relations/Hotel Sales environment, systems, terminology and processes.