フルフィルメント・エグゼクティブ - AMER

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 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

• 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
• Groups & Meetings support for AMER Managed Accounts

Key Metrics

• SLA for lead entry
• SLA for proposal follow-up
• Adherence to Global G&M standards and quality metrics 
• Lead Conversion target
• Supporting sellers in the achievement of their revenue goals
• Client and stakeholder satisfaction 

Key Interfaces

• Corporate Clients and Agencies, Small Meeting Planners, Travel Agencies
• All IHG properties, Director of Sales and Hotel Sales Departments
• Regional and Global Sales Teams
• Sales Associates (Global / AMER / EMEAA)
• GSSC, GSOE, Brand Teams, Global Sales Excellence, Sales Operations, etc.