IHG Business Edge Specialist - Corporate Account

IHG Business Edge Specialist - Corporate Account

Manage and oversee the delivery of effective and efficient Corporate Account Management process to guarantee the achievement of key driver targets. Manage activation of all Corporate Sales Programs, IHG Business Edge, Corporate Gold, Luxury and Lifestyle, Airline, TMCs, Unique Rates, Affinity Programs, promotions and packages to ensure achievement in overall Global Sales Operations, Commercial, Distribution and Revenue Management Operations. Analyze and identify trends in system performance and implement necessary action plans to maximize processes and efficiency for Global Sales Teams. Monitor, analyze, train and provide guidance to hotels, clients, Revenue Management to ensure understanding in the entire Global Corporate Account process. Manage opening of GDS viewership in all newly acquired IHG brands.

Key Accountabilities:

• Serve as a key member of Global Sales Operations Team by serving as a subject matter expert on process improvement, as an operational representative on cross-functional initiatives, and as an expert on overarching corporate account management principles.
• Manage and process Corporate Accounts for Locally Negotiated Rates, Key Negotiated Rates, Global Sales Programs such as Corporate Gold, IHG Business Edge, and Business Advantage in IHG Javelin, Guest Reservation System and IHG Channel Mapping Tool.
• Manage, Activate and Modify Scope parameters for Global Sales Programs such as Corporate Gold, IHG Business Edge, Business Advantage, Affinity Programs, NSO (National Sales Office), TMC (Travel Management Companies), Airline Transport Crew, Luxury and Lifestyle Accounts, Unique Rates and packages in Guest Reservation System and IHG Javelin.
• Manage rate loading for IHG Owners Association Program in Guest Reservation System.
• Manage and process Rate Access Code in the Global Distribution Systems (such as Sabre, Amadeus, Worldspan and Apollo/Galileo via Lanyon application), Dhisco Application, IHG Javelin and IHG Channel Mapping Tool.
• Activate Rate Categories for Corporate Sales Programs, Special Unique Rates and Luxury and Lifestyle at the Hotel Level.
• Update general rate description for Luxury and Lifestyle accounts at the hotel level.
• Associate rate access codes and open/restrict viewership to all brands in the GDS and Dhisco.
• Manage opening of GDS viewership to all newly acquired IHG brands.
• Facilitate PCC (Pseudo City Code) loading and restriction in the GDS for luxury and lifestyle accounts
• Act as Team Lead (rotating weekly per shift) and handle escalations and inquiries sent directly in the Global Corporate Accounts Mailbox.
• Analyze concerns regarding GDS, GRS, Channel Mapping Tool and Production Source via IHG Javelin.
• Participate in systems training and provide feedback on process enhancements.
• Serve as a key liaison with other cross-functional teams to assist with operationalization efforts that will continuously remove blockers for global salesforce.
• Help lead the timely resolution of ad hoc internal and external queries from stakeholders
• Prepare effective presentations, reports, and/or general documents for key projects.
• Assist with the optimization of processes through ongoing analysis of relevant metrics and trends.
• Proactively seek new ways to improve existing processes by collaborating with regional sales operations counterparts in other regions, Global Technology contacts, and other operational support teams in order to evaluate and introduce best operational practices.

Key Metrics:

• Optimization of processes through ongoing analysis of relevant metrics and trends
• Provide analysis and feedback to ensure all Corporate Accounts are viewable and sellable in the different booking channels such as Hotels, CROs, GDS and Brand Websites.
• Manage the resolution process, identify gaps, trends and issues and resolve discrepancies in the different reservation channels and system applications.
• Facilitate troubleshooting and give possible resolutions to problems and defects.
• Present feedback to Internal and External Partners, Travel Agencies, Hotels and clients on corporate accounts and GDS rate access code processes.
• Initiate enhancement requests for improvements to the design functionality of the tools used globally to achieve great customer service results.
• Response time and inquiry handling volume
• Corporate Account Management

Key Skills & Experience:

Education: Associates Degree or an equivalent combination of education and/or experience is required.

Experience: Demonstrated proficiency and understanding in multiple disciplines/processes related to the position. Preferably has work related experience in managing operational processes, hotel front desk and reservations, GDS, customer service and travel industry.

Technical Skills and Knowledge:

• Enthusiasm for analyzing business trends and performance.
• Knowledge of hotel and/or sales operations (preferred but not mandatory).
• Knowledge of the Company’s infrastructure and systems (preferred but not mandatory).
• Very strong written and verbal communication skills.
• Working knowledge of Microsoft Office suite, specifically Microsoft Excel.
• Ability to work with minimal supervision.
• Ability to problem solve and think logically.
• Demonstrates strong time-management skills.
• Demonstrates understanding of Quality control and assurance guidelines.
• Demonstrates proficiency in recognizing and resolving problems or inconsistencies in transactions and workflow processes.
• Demonstrates knowledge of metrics to include:
  • relationships between service level agreement.
  • adherence to schedule, non-phone activities basic principles and metrics related to performance and efficiency.
• Demonstrates experience in executing small to mid-scale projects.
• Fundamental knowledge of IHG Javelin, Global Distribution Systems and Guest Reservation System.

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.

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