Fulfillment Executive, Global Accounts

Role Purpose

Provide support to our IHG Sales Team by facilitating recurring project business through email. This may involve working directly with the seller, client, and hotels to enter the inquiry into the system, performing follow up tasks, reviewing and collating proposals, creating lead crediting cases and acting as a liaison between clients, hotels, and stakeholders. This role may also require reporting duties, commission chasing and cross-functional support for additional projects and task.

Key Accountabilities

•    Fulfill and where possible exceed customer expectations in the conversion of inquiries into an IHG-branded hotel with a focus on generating the best levels of revenue.
•    Work with select Global Accounts to identify their needs and locate IHG properties that best accommodate their recurring high potential business.
•    Act as key liaison for Emergency Support Function for the Groups and Meetings Global Accounts during crisis, such as typhoon.
•    Actively gather the necessary specifications for our hotel(s) to make a bid decision.
•    Handle inquiries efficiently and accurately enter leads into the system within the prescribed response times.
•    Follow up, review, and collate proposals for delivery to the client.
•    Ensure timely follow-ups and pursuit of business with clients, stakeholders, and hotels to drive conversion.
•    Where first-choice property is not available, cross-sell the client to another IHG-branded property.
•    Participate in negotiations when needed.
•    Document tasks and follow up actions in our system.
•    Work with leads entered through external sources.
•    Maintain a high level of knowledge on IHG’s brands, processes, and policies.
•    Rollout educational calls to hotels, if needed.

•    Find optimum ways to communicate and escalate issues and opportunities to stakeholders.
•    Download, customize, analyze, and deliver significant reports to support stakeholders, such as the pipeline reports.
•    Assist in training and on boarding of new hires.

 

Education

• 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, or any equivalent experience.

Technical Skills and Knowledge

• Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required.
• Must be highly organized.
• Ability to follow documented procedures.
• Ability to build, manage and maintain relationships with internal and external stakeholders.
• Ability to communicate professionally with management, clients, hotels and stakeholders.
• 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.