Global Corporate Accounts, Specialist

Key Accountabilities

•    Serve as a key member of the Global Sales Operations Team by serving as a subject matter expert on process improvement, as an operational representative on cross-functional initiatives, and as an expert on overarching corporate account management principles.
•    Manage and process Corporate Accounts for Locally Negotiated Rates, Key Negotiated Rates, Global Sales Programs such as Corporate Gold, IHG Business Edge, and Business Advantage in IHG Javelin, Guest Reservation System, and IHG Channel Mapping Tool.
•    Manage, Activate, and Modify Scope parameters for Global Sales Programs such as Corporate Gold, IHG Business Edge, Business Advantage, Affinity Programs, NSO (National Sales Office), TMC (Travel Management Companies), Airline Transport Crew, Luxury and Lifestyle Accounts, Unique Rates and packages in Guest Reservation System and IHG Javelin.
•    Manage and maintain GDS viewership for corporate accounts
•    Manage and process Rate Access Code in the Global Distribution Systems (such as Sabre, Amadeus, Worldspan, and Apollo/Galileo via Lanyon application), Dhisco Application, IHG Javelin, and IHG Channel Mapping Tool.
•    Activate Rate Categories for Corporate Sales Programs, Special Unique Rates, and Luxury and Lifestyle at the Hotel Level.
•    Update general rate description for Luxury and Lifestyle accounts at the hotel level.
•    Associate rate access codes and open/restrict viewership to all brands in the GDS and Dhisco.
•    Act as Team Lead (rotating weekly per shift) and handle escalations and inquiries sent directly to the Global Corporate Accounts Mailbox.
•    Analyze concerns regarding GDS, GRS, Channel Mapping Tool, and Production Source via IHG Javelin.
•    Participate in systems training and provide feedback on process enhancements.
•    Serve as a key liaison with other cross-functional teams to assist with operationalization efforts that will continuously remove blockers for the global salesforce. 
•    Help lead the timely resolution of ad hoc internal and external queries from stakeholders
•    Prepare effective presentations, reports, and/or general documents for key projects.
•    Assist with the optimization of processes through ongoing analysis of relevant metrics and trends. 
•    Proactively seek new ways to improve existing processes by collaborating with regional sales operations counterparts in other regions, Global Technology contacts, and other operational support teams in order to evaluate and introduce best operational practices.

•    This position is responsible for the completion of corporate accounts, GDS viewership, for managed and unmanaged, unique rates, packages, promotions, and activation of all global corporate sales programs.

•    This position works closely with several Global Sales teams (Operations, Product, Strategy), as well as other IHG-centric stakeholders that may vary per project/workstream (Revenue Management, Distribution, Commercial, Marketing, Communications) – all of which are intended to provide operational and development support necessary for project success and fulfillment of global initiatives.
•    This position works directly with hotels, direct clients, GDS, IHG Owners Association Program Team, Hotel Opening Team, Channels, Hotel Sales Support, Performance Support, Airline and Business Travel, National Sales Office, Luxury and Lifestyle and IHG Business Edge Team.

Key Metrics

•    Optimization of processes through ongoing analysis of relevant metrics and trends
•    Provide analysis and feedback to ensure all Corporate Accounts are viewable and sellable in the different booking channels such as Hotels, CROs, GDS, and Brand Websites.
•    Manage the resolution process, identify gaps, trends, and issues, and resolve discrepancies in the different reservation channels and system applications.
•    Facilitate troubleshooting and give possible resolutions to problems and defects.
•    Present feedback to Internal and External Partners, Travel Agencies, Hotels, and clients on corporate accounts and GDS rate access code processes.
•    Initiate enhancement requests for improvements to the design functionality of the tools used globally to achieve great customer service results.
•    Response time and inquiry handling volume
•    Corporate Account Management

Required Education, Experience, Technical Skills and Knowledge

Education: Associate's Degree or an equivalent combination of education and/or experience is required.

Experience: Demonstrated proficiency and understanding in multiple disciplines/processes related to the position. Preferably has work-related experience in managing operational processes, hotel front desk and reservations, GDS, customer service, and the travel industry.

Technical Skills and Knowledge

Enthusiasm for analyzing business trends and performance.

Knowledge of hotel and/or sales operations (preferred but not mandatory).  

Knowledge of the Company’s infrastructure and systems (preferred but not mandatory).

Very strong written and verbal communication skills.

Working knowledge of Microsoft Office suite, specifically Microsoft Excel.

Ability to work with minimal supervision.

Ability to problem solve and think logically.  

Demonstrates strong time-management skills.

Demonstrates understanding of Quality control and assurance guidelines.

Demonstrates proficiency in recognizing and resolving problems or inconsistencies in transactions and workflow processes.

Demonstrates knowledge of metrics to include:  

relationships between service level agreements.

adherence to schedule, non-phone activities, basic principles, and metrics related to performance and efficiency.

Demonstrates experience in executing small to mid-scale projects.

Fundamental knowledge of IHG Javelin, Global Distribution Systems, and Guest Reservation System.

Decision Rights

This position is involved in cases of high level of complexity to ensure a well-balanced resolution on behalf of our global sales teams.

This position must develop, implement, and execute operational processes and procedures to manage efficient processing of corporate accounts and activation of all corporate sales programs related to the global sales, commercial, and distribution teams.

This position determines modes of communication and levels of understanding of processes and techniques to enable effective account management that will ultimately drive top-line revenue.

This position owns the Production Source – Corporate Account, GDS rate access code, and the rate category process for LNRs and KNRs in GRS and Javelin.