Fulfillment Executive, Global Accounts

Role Purpose

Provides support to IHG’s Sales Teams by facilitating and managing leads received through phone or email. This may involve working directly with sellers, Regional Directors, clients and hotels to enter inquiries 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 light reporting and cross-functional support for additional projects and tasks.

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.
• Download and Analyze pipeline report.

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.

Basic Excel skills.