Ejecutivo de Soporte de G&M, Español

Role Purpose

Provides support to Regional Sales Centers in Europe by servicing leads through the effective execution of the enquiry handling process, steps to conversion, and the preparation of proposals, quotations, and by cross checking product information between hotels for all brands within the IHG.

Proactively grow and maximize revenue and profit opportunities in the Groups and Meetings segment and fulfilment of leads from assigned accounts both dedicated and managed.

Key Accountabilities

• Provides support to the Global Sales Support Centre (Europe) by fulfilling group leads from assigned account portfolio and managing the end to end enquiry handling process through to conversion.
• Preparation of proposals, quotations, proactively suggesting suitable IHG properties, with focus on generating the best levels of revenue
• Where first choice property may not be available, cross sell alternative IHG branded properties, profiling hotels utilizing our tools and systems
• Ensures accurate and timely capture of pertinent data in the dedicated sales systems
• Regularly communicates the booking status to customers and stakeholders and supports at all stages in order to drive the highest levels of conversion
• Builds, maintains and foster relationships through direct customer contact with key stakeholders, clients, and properties. Acts a central of contact between clients and hotels.
• Proactively grows and maximizes revenue and profit opportunities in the groups and meetings segment.

Key Skills & Experiences

Technical skills and Knowledge

• Strong sense of initiative, the ability to meet deadlines, deliver on commitments, manage and complete multiple tasks and projects as required.
• Proven ability in exceeding sales or other related targets, liaising with key stakeholders and the ability to be successful whilst working autonomously.
• Demonstrates clear and effective verbal and written skills as well as interpersonal skill required to engage with our customers and hotel sales teams across geographies.
• Strong problem-solving abilities, excellent organization and negotiation skills.
• Verbal and written fluency in Spanish and English.

Education

At least a graduate of any four-year course.

Experience –

Minimum (1) year of business experience in a Customer Support Centre, Hotel Sales, Guest Relations or Hotel Operations.

3. ACCOUNTABILITY

Key Metrics –

Revenue Generation

Lead Conversion

Customer Satisfaction

4. KEY RELATIONSHIPS

Key Internal Relationships

Senior Manager, GSSC; Reservations, all IHG properties, Key Account Managers & Directors, Hotel Teams, etc. Keeps informed of all IHG programs /activities and to provide information as requested. Also acts as the liaison between hotels, sellers and clients.

Key External Relationships

Customer Decision Makers, Key Business Influencers, Travel Managers, Bookers/Third Parties