Consultant, Critical Response & Support

Handle all Sales & Marketing inquiries from hotels in form of phone calls and emails. Follow the established work process and provide hotels with respective solutions to their issues. Assist hotel colleagues to utilize and embed tools / programs to drive business performance.

Your day to day

• Act as the first point of contact for the sales support desk. Respond to inquiries from hotel sales and marketing teams. This includes but not limited to, rate loading, room types, Holidex, IHG RFP, commissions, corporate accounts, marketing and promotions, systems and tools.
• Provide hotels the solutions to the issues within the standard time frame, and the problems and issues are resolved to the satisfaction of our hotel colleagues. Actively follow through to ensure hotels receive the solution within the agreed time frame.
• Capture information related to any hotel inquires, track response time and time required to resolve the issues to ensure hotels are supported in a timely manner.
• Report common and repeat issues reported from hotels, and feedback to functional team for enhancement made to tools, programs and work process.
  
  

What We Need From You

• Well versed with hotel Sales & Marketing operations
• Savvy IHG Sales & Marketing systems, processes and terminology, include but not limited to sales, revenue management and distribution channel concept
• Display good understanding of the IHG reservation system
• Demonstrate strong ability to take initiative, meet deadlines and commitments in handling multiple tasks
• Listens, interprets and conveys information in a clear and accurate manner
• Be able to anticipate the wider impact of key issues/initiatives, and also hotels’ response to the solution provided.
• Adapt various communication style to various audiences, including hotels, GC functional teams and l support teams to ensure effective assistance to hotels.
• Bachelor degree or equivalent International degree
• 5 or more years of S&M experience at corporate or at hotels
  
  

Location – Atlanta, GA; Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $60,000.00 to $70,000.00. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

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.

Important information:

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.