Role Purpose
Provide consultation and customer service support to hotel operators, IHG corporate employees and non-IHG partners globally. Review overall hotel content, room information and photography in various platforms against established IHG Brand Standards and guidelines. Assist with Field Marketing and Revenue and Channel Optimisation Team initiatives such as content review, content implementation, and content upload in IHG Systems and various Online Travel Agency (OTA) systems. When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important deadlines.
Key Accountabilities
- Review, identify and recommend solutions to revenue generation barriers across various channels including, but not limited to, IHG brand websites, third party agencies and distributors, meta search engines, independent websites, social media, and guest review platforms.
- Review hotel descriptive content, room type information, and images across various direct and third-party platforms; identify inconsistencies against established IHG Brand Standards, guidelines, and best practices. Produce sound recommendations to rectify identified issues.
- Review IHG Brand websites and platforms to ensure proper and up to date utilization of IHG programs for revenue optimization.
- Document and submit audit findings and recommendations to various stakeholders within established service delivery levels.
- Implement changes to hotel descriptive content, room type information, and images into IHG direct channels and third-party platforms. Ensure uploaded content is visible and accurate in various distribution channels.
- Support Field Marketing SEO initiatives by reviewing, updating, and uploading copywritten content onto IHG direct channels. Ensure uploaded content is visible in IHG direct channels.
- Analyze IHG Brand website details against OTA content to support Field Marketing in increasing IHG contribution.
- Coordinate with various stakeholders in ensuring hotel content issues are resolved in a timely manner.
- Develop rapport with hotel operators and serve as a valuable and trusted partner, providing our hotels and partners with information and quick resolution of issues with a goal of one contact resolution.
- Contact key hotel personnel via outbound call or e-mail campaigns to communicate important and time sensitive information from the IHG corporate office when needed.
- Stay informed of IHG standards and initiatives through various IHG learning platforms, applying knowledge to hotel education through audits recommendations.
- At the direction of the Operations Manager, independently complete ad hoc projects that impact performance on revenue and support our partner teams.
- Execute cross-functional discussions with internal IHG subject matter experts and regional (AMER and EMEAA) stakeholders to provide input and develop corporate level action plans to resolve issues impacting hotel operations, sales, and revenues. Review regional trends, issues, and opportunities with the regional Field Marketing stakeholders on a regular basis.
- Work with regional stakeholders to provide analysis and insight into corporate level, wide reaching issues impacting our hotel’s digital marketing performance and compliance to established IHG Brand Standards.
Qualifications
- Minimum Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
Experience
- At least 3+ year’s progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations.
Required Skills
- Ability to interpret available information, visualize and articulate recommendations or solutions for both basic and complex problems.
- Self-starter with high drive for results, demonstrated excellent foresight, problem solving and time management skills
- Experience and knowledge of hotel operations and content standards and guidelines enabling operational excellence in driving revenue.
- Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written communications to the needs and level of user.
- Demonstrated attention to detail and ability to manage multiple tasks/clients required.
- Demonstrated knowledge of hotel systems and procedures.
- Demonstrated ability to keep current with industry trends/changes.
- Ability to see the bigger picture; demonstrated aptitude to learn and adapt to fast changing environment and provide insights to help drive the business.
- Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
- Ability to create and sustain high impact trusted relationships with peers, local support groups, internal and external partners.
- Experience in Salesforce and other cloud-based platforms is highly preferred but not required.
Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams.
Physical Requirements:
Shift Schedule:
- Comfortable working on the graveyard shift and flexible to support 24/7 operations as needed.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
