Consultant, Critical Response & Support
Hotel Brand:
Location: Philippines, Makati City
Hotel: CRO Manila, 27th Floor, Tower Two, RCBC Plaza,, 6819 Ayala Avenue corner Gil Puyat Avenue, MAKATI CITY, 1200
Job number: 147013
On-Site
Role Purpose
An AMER functional role that makes significant revenue contributions to the AMER Region. Providing comprehensive consultations and resolutions to Global Sales and their managed accounts. In doing so, fostering Key Account relationships with both the Key Account and IHG Sales Team, as well as hotel owner/operator and management company relationships. Handle incoming/outgoing time-sensitive, revenue-generating requests, as well as account-specific projects. Provide escalation support for our accepted managed accounts by providing outstanding service, prompt responses, and a reliable team of support to book their business in our hotels. Provide support around educating our hotels on our Key Accounts booking at their hotels.
Key Accountabilities
- Responsible for generating high-volume revenue for selected, critical need, accounts.
- Ensure all inquiries are handled within the fast-paced time frame and to the client's expectations.
- Responsible for managing the relationship between the IHG-managed account and the Key Account Manager.
- Collaborate sales efforts cross-regionally, across departments, and/or across market segments as required to coordinate actions against defined accounts.
- Design, produce, and maintain appropriate sales reports for internal stakeholders and external key accounts.
- Develop and maintain an accurate knowledge base of assigned accounts.
- Accurately track each request and all revenue associated.
- Provide accurate and timely responses to inquiries placed by both internal and external partners needing assistance.
- Complete special projects as required.
Key Skills & Experiences
Qualifications & Skills
We are seeking individuals who are proactive, adaptable, and eager to learn—whether early in their careers or bringing prior experience. This role requires strong communication skills, attention to detail, and the ability to work both independently and collaboratively in a fast-paced environment.
- Strong verbal and written communication skills, with the ability to tailor messages for various audiences, including internal teams, hotel leadership, and external partners.
- Ability to manage multiple tasks and shifting priorities with a high level of accuracy and attention to detail.
- Strong decision-making skills with the ability to think critically, solve problems, and act with sound judgment beyond set procedures.
- Demonstrated adaptability and flexibility in managing changing business needs, workflows, or priorities.
- High level of initiative and ownership; comfortable working with minimal supervision and contributing ideas to improve processes.
- Team-oriented, with the ability to collaborate effectively across departments and build positive working relationships.
- Familiarity with Microsoft Office tools (Excel, PowerPoint, Outlook, Teams).
- Willingness to learn and develop skills in platforms such as Salesforce and hotel-related systems.
- Commitment to continuous learning and professional growth.
- Willing to work onsite & graveyard shift.
Preferred Qualifications (not required):
- Exposure to or knowledge of hotel sales operations or hospitality industry practices.
- Experience using CRM platforms such as Salesforce.
- Internship or project experience related to sales, hospitality, or customer service.
- Basic technical troubleshooting skills and interest in working with systems and data.
We welcome applications from recent graduates, undergraduates, or candidates with a strong interest in hospitality and sales operations. What matters most is a growth mindset, strong work ethic, and willingness to contribute meaningfully to the team.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
