Centralized RFP Level 1 Specialist

IHG Hotels & Resorts

About Us

IHG Hotels & Resorts is one of the world’s leading hotel companies, with around 350,000 people working across more than 100 countries to deliver True Hospitality for everyone while delivering the best returns for our hotel partners. We have more than 5,800 leased, managed or owned hotels. Our 16 brands help guests create amazing memories with the help of an incredible team. Opportunities of all kinds are born at IHG.

You’ll know our hotel brands. They are some of the best known and most popular in the world – InterContinental Hotels & Resorts, Kimpton Hotels & Restaurants, Regent, Voco Hotels, Holiday Inn, Holiday Inn Express, Holiday Inn Resort, Holiday Inn Club Vacations, Crowne Plaza Hotels & Resorts, Hotel Indigo, Staybridge Suites, Candlewood Suites, EVEN Hotels, HUALUXE™ Hotels and Resorts, and Avid Hotel. Every IHG brand has its own feel and culture. But all bring guests together to create treasured moments.

IHG also manages IHG® Rewards, the world’s first and largest hotel loyalty programme, with more than 100 million enrolled members worldwide.

We bring True Hospitality to everyone by connecting our portfolio of leading hotel brands, our leading-edge systems and our ways of reaching customers, with the passion and dedication of our colleagues around the world. Individually, these are strengths. Together, they give us the platform to deliver exceptional growth and the confidence to know we can make a difference to travelers everywhere.

At IHG we employ people who put our guests at the heart of everything they do. And we’re looking for more people like this to join our friendly and professional team.

Your day to day

The Corporate Transient Support team is looking for Corporate Transient Support Specialists – CRFP Level 1. The team is a group of highly skilled, customer support specialists responsible for ensuring RFPs are responded to with accuracy and in a timely manner. The team is involved in the whole RFP season and they are also expected to work with various business units to collect information needed to reply to the RFP and collaborate with members across the organization to handle more complex requests for proposal. Individuals on this team must be adept at using systems, can understand, and follow Standard Operating Procedures, manage multiple RFPs in various stages of the process, and thrive in a fast paced environment with multiple stakeholders representing all lines of business. The team is also responsible in ensuring that the Key Negotiated Rates are properly loaded and bookable on the system.

The Key responsibilities of RFP Specialists are:

  • Support the business in identifying system and process enhancements that will be beneficial for the next RFP Season.
  • Conduct user testing prior to the launch of system enhancements to hotels and Global Sales Worldwide.
  • Excellent communication skills are required, including superior phone and email contact handling skills and active listening.
  • Support Global Sales in managing their accounts, creating RFPs, adding hotels for solicitation, assist in negotiations and exporting of files.
  • Handle Ad Hoc Requests and Special Projects as deemed necessary by the Business Team, Management Team and/or Key Account Directors
  • Assist or act in behalf of hotels in answering their Wish Want Walk rate grid following the Revenue Management Guidance.
  • Facilitate or act in behalf of hotels in updating property profile, responding to RFPs and negotiations. Support hotels in any other concerns they may have with the IHG RFP tool.
  • Manually update and correct the Rate Loading files submitted by Global Sales prior to loading of rates in the WebRL tool.
  • Load Rates for Key Accounts and Managed LNRs using the WebRL tool.

The Specialist must:

  • Use own judgment and initiative to effectively resolve cases
  • Maintain a consistent, high quality customer focus
  • Respond in manner and time frame promised
  • Provide clear and accurate information
  • Consistently meet SLAs
  • Anticipate problems and/or questions
  • Perform administrative duties as assigned by team manager

What we need from you

Required Skills –

  • Demonstrates clear and effective verbal and written communications skills for the purpose of obtaining and conveying information to clients, business partners, management and team members.
  • Willingness to learn new skills e.g. new applications, attend training courses
  • Meet the Service Level Agreement and complete tasks and projects as required.
  • Displays a professional and positive attitude toward work and customer relationships and service. Self-starter, self-motivated and reliable work ethic and record
  • Must have strong customer orientation and adaptability, with the expertise to respond to different types of personalities appropriately, and the resilience to deal with occasional stressful or urgent situations.
  • The ability to multi-task, prioritize and manage time effectively are essential for this role.
  • Computer skills in Microsoft Office programs and ability to quickly learn and become proficient at new systems and processes, along with basic business office skills. etc. is important as negotiations occur across multiple systems
  • Ability to read and follow standard operating procedures are required
  • Ability to handle escalation protocol, tracking and meet or beat all defined SLAs
  • Ability to articulate and trouble shoot problems as well as facilitate conversations to resolve issues

Qualifications –

  • Graduate of any 4 year course.
  • For Internal, must be an IHG employee for at least 6 months.

To apply for this job email your details to hello@cturtle.co

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