Fulfillment Executive - Hindi

Role Purpose

Provides support to IHG’s Sales Teams by facilitating and managing leads received through phone or email. 

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 clients to identify their needs and locate IHG properties that best accommodate them.
• 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.
• Find optimum ways to communicate and escalate issues and opportunities to stakeholders.

Key Skills & Experiences

• 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 and confidently with management, clients, hotels and stakeholders.
• Demonstrate clear and effective verbal and written skills.
• Verbal and written fluency in English, and Hindi.
• Basic Excel skills.

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 customer service experience.