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 lead crediting cases 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. Must be Fluent in Mandarin language. 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. Download and Analyze pipeline report. 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 at least two languages of the region as appropriate Education At least a graduate of any four-year course.
Experience – At least one (1) year of business experience in a Call Center/Hotel Guest Relations/Hotel Sales environment, systems, terminology and processes
