Groups and Meetings Support Specialist

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. A sales expert in providing travel advice and reservations solutions. A critical customer touch point for delivering on our IHG brand experience. Be a brand champion, taking pride in using every customer interaction to educate on our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role.

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 –

•Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required.
•Must be highly organized.
•Ability to follow documented procedures.
•Demonstrate clear and effective verbal and written skills.
•Verbal and written fluency in English, and if the role calls for it, a second language as necessary to support the region.
• Ability to build, manage and maintain relationships with internal and external stakeholders.
• Ability to communicate professionally with management, clients, hotels and stakeholders.

Qualifications –

At least two years of tertiary education or the equivalent local requirement.

Experience –

Prefer at least one (1) year of business experience in a Hotel Guest Relations, Hotel Sales environment, Call Center or any equivalent experience

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.