Groups & Meetings Support Specialist

Role Purpose

Service and successfully book group sales business for domestic and international ICH hotels via toll-free group and meeting numbers, mail, Holiday Hospitality personnel service requests. Serve as liaison between Mexico and Latin American clients and worldwide hotels who are inquiring for information on group reservations and conference network services. Collect all information and quotations needed in order to compose the offer for the client(s), while offering excellent service with the intention to turn as many requested bookings as possible into confirmed reservations. Act as a representative of the hotel during the negotiation and planning until a final contractual agreement has been established.

Key Accountabilities

• Answer inbound group sales toll free lines and respond to client requests via a variety of media. Convert as many group requests as possible into confirmed reservations, applying departmental quality and service requirements. This also applies to hotel accommodations with meeting functions.
• Receive telephone calls from travel agencies, companies and clients requesting availability and rates for 10 or more rooms at IHG hotels worldwide.
• Provide customers with all pertinent information related to hotels, confirmation and cancellation policies, rates, etc. in writing. Open a computerized file on group program for domestic and international requests received, and process it in accordance with current procedures within timeframes.
• Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided. Respond to individuals in manner and timeframe promised or follow-up to explain status. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions. Deal with initial guest complaints, communicate details to the sales and meeting hotel management, and refer more serious complaints to the general manager when appropriate.
• Follow-up and verify the client’s interest in the offer and assist him/her in the whole process of booking, including the elaboration of quotations and contracts, receiving rooming list and deposits, and any other items or changes that might occur during the booking process.
• Prepare reports, charts, presentation data, or logs as required and according to established specifications. Provide monthly computerized reports showing sales and related activities.

Key Skills & Experiences

Education –

High school Diploma or an equivalent combination of education and experience required. Travel Industry equivalent strongly preferred.

Experience –

1-3 years of previous experience in a position of responsibility in reservation relay, sales, telemarketing or customer service.

Technical skills and Knowledge –

• Demonstrated ability to provide clients with a high level of customer service by exhibiting interest, diplomacy, know-how and professional image.
• Demonstrated familiarity with hotel phone systems and computerized systems and related databases, for the purpose of accessing and providing appropriate information.
• Demonstrated organizational skills and attention to detail in order to maintain accuracy of reporting data.
• Demonstrated effective oral and written communication skills for the purpose of conveying information to internal and external customers or providing information via written reports or correspondence.