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.