About The Role

Role Purpose

Purpose of the role Provide operational support to IHG hotels, internal teams, and external partners across all brands and regions. Serve as a liaison for resolving inquiries related to performance metrics, IHG initiatives, digital content, booking challenges, and overall hotel operations. Maintain accurate hotel and personnel data in internal systems, support onboarding activities for key hotel roles, and document action plans for consultation events. Execute outbound communications to share time-sensitive corporate updates. Assist with the preparation of departmental reports and presentations, and coordinate special projects to support hotel revenue performance, operational efficiency, and strategic initiatives.

Key Accountabilities

Serve as a liaison for resolving inquiries from IHG hotels, internal teams, and external partners across all regions and brands, collaborating with the Americas Hotel Operations Support Team to resolve global issues related to performance reporting, IHG programs, revenue systems (Concerto, PMS), distribution channels, rate and inventory management, sales, content, and hotel operations, while escalating to specialists as needed.
Investigate and resolve booking issues on digital distribution channels (IHG website, mobile app), focusing on content discrepancies, payment method errors, and other barriers impacting the guest booking experience.
Manage electronic data updates by maintaining accurate hotel profiles in IHG and partner databases, including key property and corporate personnel information.
Support onboarding program for qualified hotel personnel covering Manager, Director, and Executive-level roles; setup onboarding calls, outbound email invites, and analysis of attendance progress. Setup action items for onboarding, monitor and follow-up completion as needed.
Enter and maintain action plans for hotel consultation and educational events on behalf of IHG Field Specialists, ensuring accurate documentation and follow-up.
Perform outbound communications campaigns via outbound call or email campaigns to communicate important and time-sensitive information from the IHG corporate office when needed.
Design and distribute reports covering Operations and Channel Distribution trends. Prepare reports on IHG hotel information, content API (application programming interface) among others and distribute to various third-party connectivity partners.
Prepare departmental reports, presentations, charts, and logs by gathering, summarizing, and formatting data from multiple sources using spreadsheets, graphics tools, and statistical software in accordance with established guidelines.
Handle low level hotel incidents as they are reported to IHG; escalate issues to the appropriate Manager on Duty when necessary and ensure internal functions are aware of the issues reported.
Independently execute ad hoc and special projects as assigned by the HOS&S Manager, supporting revenue performance and partner teams by coordinating tasks, establishing timelines and action plans, providing status updates, and ensuring timely completion of deliverables.

Key Metrics

Review and resolve content and distribution issues across IHG and third-party booking engines and meta search platforms; escalate to internal and external contacts as appropriate. Ensure cases are updated and monitored up to resolution.
Review potential hotel incidents from reports received through group mailboxes or online alerts; handle minor hotel incidents and coordinate high level and sensitive cases to Manager on Duty.
Perform electronic data management work. Update hotel key players and corporate contacts in IHG and partner databases; modify or upload local hotel information and other hotel content fields affecting placement in third party search engines and maps.
Ensure prompt assignment of time-sensitive hotel cases impacting revenue, operations, and other highly sensitive incidents to appropriate specialists as they are reported to IHG.
Ensure timely execution of outbound communication campaigns.
Ensure attendance of qualified hotel personnel to their respective onboarding calls and completion of tasks as appropriate.

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.
Proven ability to take initiative in finding solutions for complicated cases and use own judgment in selecting the best available option should there be problems that require immediate resolution.
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. Must be able to provide clear instructions and remain composed and professional when handling emergency situations.
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.
Demonstrated ability to manage and prioritize multiple concurrent projects, consistently delivering high-quality deliverables with meticulous attention to detail.
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.
Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams. Experience in Salesforce and other cloud-based platforms is highly preferred but not required.
Strong technical skills in utilizing mail merge, and EmailOpen is highly preferred but not required.