Job description: Job Category: Hotel-Operations PerformanceJob Description:ROLE PURPOSE:The Corporate Transient Support team is looking for Corporate Transient Support Specialists – Centralized RFP Level 1 – Spanish. The 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 Responsibilities:
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
onsistently meet SLAs
Anticipate problems and/or questions
Perform administrative duties as assigned by team manager
REQUIRED QUALIFICATIONS:
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
Verbal and written fluency in Spanish and English
Qualifications and Experience:
For External Candidates:
Education: Graduate of any 4 year course
Experience: At least 6 months experience in a BPO set-up office environment. (Background in sales, hotel operations and hotel systems are a big factor/advantage but not required.)
For Internal Candidates:
must be an IHG employee for at least 6 months
Expected salary:
Location: Philippines
Job date: Fri, 02 May 2025 05:00:03 GMT
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