Specialist Reservations Sales IGC

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.