Corporate Transient Support - RFP Helpesk (Phone)

Job description

Description

About us

IHG® (InterContinental Hotels Group) is one of the world’s leading hotel companies with a presence in almost 100 countries. We create Great Hotels, Guests Love® everyday for millions of people and we are looking for people just like you to join our award-winning team.

At IHG® we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

Our portfolio of brands is diverse, unique and exciting. We recapture the glamour of travel with InterContinental® and bring enjoyable travel to everyone with Holiday Inn®. We make business travel really work with Crowne Plaza® and pioneer new concepts to meet changing consumer needs with EVEN® Hotels and HUALUXE®. We’ve built the world’s biggest loyalty brand, IHG® Rewards Club, to show just how much we value our members. IHG’s most important assets, though, are the hundreds of thousands of great people who work with us around the world.

We bring True Hospitality to everyone by connecting our portfolio of leading hotel brands, our leading-edge systems and our ways of reaching customers, with the passion and dedication of our colleagues around the world. Individually, these are strengths. Together, they give us the platform to deliver exceptional growth and the confidence to know we can make a difference to travelers everywhere.

 

Your day to day

Job Summary – (Role Summary)

The Corporate Transient Support team is a group of highly skilled, customer support specialists responsible for ensuring RFPs are responded to with accuracy and in a timely manner. The team is involved in the whole RFP season and they are also expected to work with various business units to collect information needed to reply to the RFP and collaborate with members across the organization to handle more complex requests for proposal. Individuals on this team must be adept at using systems, can understand, and follow Standard Operating Procedures, manage multiple RFPs in various stages of the process, and thrive in a fast paced environment with multiple stakeholders representing all lines of business. The team is also responsible in ensuring that the Key Negotiated Rates are properly loaded and bookable on the system.  

Essential Duties and Responsibilities – (Key Activities of the role)

The Key responsibilities of RFP Specialists are:

·  Support the business in identifying system and process enhancements that will be beneficial for the next RFP Season.
·  Conduct user testing prior to the launch of system enhancements to hotels and Global Sales Worldwide.
·  Excellent communication skills are required, including superior phone and email contact handling skills and active listening.
·  Support Global Sales in managing their accounts, creating RFPs, adding hotels for solicitation, assist in negotiations and exporting of files.
·  Handle Ad Hoc Requests and Special Projects as deemed necessary by the Business Team, Management Team and/or Key Account Directors
·  Assist or act in behalf of hotels in answering their Wish Want Walk rate grid following the Revenue Management Guidance.
·  Facilitate or act in behalf of hotels in updating property profile, responding to RFPs and negotiations. Support hotels in any other concerns they may have with the IHG RFP tool.
·  Manually update and correct the Rate Loading files submitted by Global Sales prior to loading of rates in the WebRL tool.
·  Load Rates for Key Accounts and Managed LNRs using the WebRL tool.

The Specialist must:

·  Use own judgment and initiative to effectively resolve cases
·  Maintain a consistent, high quality customer focus
·  Respond in manner and time frame promised
·  Provide clear and accurate information
·  Consistently meet SLAs
·  Anticipate problems and/or questions
·  Perform administrative duties as assigned by team manager
What we need from you

Required Skills –

·  Demonstrates clear and effective verbal and written communications skills for the purpose of obtaining and conveying information to clients, business partners, management and team members.
·  Willingness to learn new skills e.g. new applications, attend training courses
·  Meet the Service Level Agreement and complete tasks and projects as required.
·  Displays a professional and positive attitude toward work and customer relationships and service. Self-starter, self-motivated and reliable work ethic and record
·  Must have strong customer orientation and adaptability, with the expertise to respond to different types of personalities appropriately, and the resilience to deal with occasional stressful or urgent situations.
·  The ability to multi-task, prioritize and manage time effectively are essential for this role.
·  Computer skills in Microsoft Office programs and ability to quickly learn and become proficient at new systems and processes, along with basic business office skills. etc. is important as negotiations occur across multiple systems
·  Ability to read and follow standard operating procedures are required
·  Ability to handle escalation protocol, tracking and meet or beat all defined SLAs
·  Ability to articulate and trouble shoot problems as well as facilitate conversations to resolve issues

 

Qualifications –

·  Graduate of any 4 year course.
·  Must be an IHG employee for at least 1 Year.

Experience –

Must have at least 6 months of call center experience.

Must have at least 1 year experience in a BPO set-up office environment.

Background in sales, hotel operations and hotel systems are a big factor/advantage but not required.