Fulfillment Executive

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 AMER Sellers, Directors, clients and hotels to enter inquiries into the system, performing follow up tasks, reviewing and collating proposals, creating cases to ensure correct revenue and acting as a liaison between clients, hotels and stakeholders. 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

• Fulfills and where possible exceeds customer expectations in the conversion of their enquiries in to 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. 
• Groups & Meetings Support for AMER Sports and Entertainment Accounts

Key Skills & Experiences

Technical skills and Knowledge

• Demonstrated ability to determine what is required and take action and responsibility to deliver it. Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required.
• Must have established organization skills required to maintain electronic and paper filing systems
• Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
• Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying information to clients, technicians, management and team members as well as producing reports
• Verbal and written fluency in English, and a second language as applicable. 

Experience –

At least one (1) year of business experience in a Call Center/Hotel Guest Relations/Hotel Sales environment, systems, terminology and processes.