IHG Voice Commercial Delivery Specialist

This role is responsible for being the single point of contact for hotels in maximizing the usage of the IHG Voice program to maximize revenues from reservation calls. Manage & develop sales activity focused on the assigned list of hotels within the designated segment. Focus sales effort on designated accounts (hotels) and develop new accounts (hotels) to meet brand, hotel, and management Company contribution goals.

Your Day to Day 

• Program Promotion:
  • Actively promote the program to general managers, hotel leaders and other key stakeholders emphasizing the program’s value in driving direct bookings and improving guest experiences. 
  • Cooperate with IHG Voice Support and RCC in scheduling hotel training & visits to CRO to ensure understanding of value of program. Document all interactions with hotels in a detailed manner that enables tracking & reporting.  
  • Responsible for developing and delivering revenue by having strategic performance review calls that result in incremental volume of qualified reservation calls from existing and new hotels to IHG Call Centers per stated goals. Use a consultative approach to understand the specific needs of each hotel property. Tailor program presentations and demonstrations to address identified hotel challenge/s.
  • Responsible for developing revenue by having strategic performance review calls that result in incremental volume of qualified reservation calls from existing and new hotels to IHG Call Centers per stated goals.
• Lead Generation and Pipeline Management
  • Researching service opportunities and presenting appropriate strategies to meet their stated business requirements. 
  • Initiate follow-up calls and coordinate successful relationship management with hotels.
• Design, produce and maintain appropriate sales reports for internal stakeholders and external key accounts (hotels).
• Responsible for onboarding new hotels, including handling and implement action plans to successfully adopt Voice Services. Communicate status of pending issues to hotels.
• Ensure a seamless handoff after contracts are signed. Conduct regular follow-ups to gather feedback, address any concerns, and ensure hotel and stakeholder satisfaction with the program.
• Work with other internal teams (Voice Support, hotel-facing teams, etc.) to build best practices, aligned messaging and approach to improving hotel performance. 

What We Need from You 

Experience –

2-4 years progressive work-related experience within a regional sales team, or similar environment, as well as demonstrated understanding of technical and business knowledge and understanding of multiple disciplines/processes related to the position.

Technical Skills and Knowledge –

• Demonstrated sales experience in organizing, planning and executing plans to deliver against targeted goals.
• Demonstrated effective verbal and written communication skills for the purpose of providing information to hotels that provides a persuasive argument and/or program details.
• Must be able to work effectively at executive level in hotel and corporate environment, possess strong relationship management skills, and well-developed negotiating and persuading abilities.
• Results driven with demonstrated time management skills, attention to detail and ability to manage multiple tasks/clients required.
• Demonstrated ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions.
• Knowledge and use of computers, databases and websites to accurately input, monitor, and extract information quickly and effectively
• Demonstrated knowledge of hotel industry and hotel sales & marketing, business planning, etc., along with strong sales ability, sales management, problem solving and analytical skills.
• Fluent in Mandarin. Conversational English. Conversational Cantonese is a plus