IHG Global Corporate Accounts Coordinator in Makati, Philippines

Description:

IHG (InterContinental Hotels Group) is one of the world's largest hotel companies and we are looking for people just like you to join our award winning team in Makati!

Among our many brands, InterContinental , Kimpton Hotels, Hualuxe, Crowne Plaza , Hotel Indigo, Holiday Inn , Holiday Inn Express , Even Hotels, Staybridge Suites, and Candlewood Suites, we have over 5,000 hotels in over 100 countries. We were recently named one of the top 100 employers in the United States by Fortune Magazine. IHG Rewards Club is the World's most Global Loyalty Hotel Program. It is a travel rewards program that allows members to earn points in a variety of ways, making it easy for them to enjoy exciting trips and brand name merchandise.

At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - 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.

Our Customer Care - MBSS team is looking for a Non-Phone GlobalCorporate Accounts Coordinator

JobSummary

An

expert in providing Corporate Account details to all Internal and External

clients globally. A critical customer touch point for delivering our IHG brand

experience in a culturally diverse environment. Be a brand champion, taking

pride in every business correspondence to educate clients on Corporate Accounts,

Global Distribution Systems, Worldwide Sales Programs, Global Reservation

System, Global Employee Rate and IHG Owners Association Rate Program. Empowered to make creative decisions using

tools and market insight to drive customer satisfaction. Passionate for learning and developing

themselves to be the best in an ever-evolving role.

Essential Duties and Responsibilities:

  • Manage and process Corporate Accounts for Local Negotiated Rates,Key Negotiated Rates, Worldwide SalesPrograms such as Corporate Gold, Mid Market Accounts, Business Advantage, IHGBiz, and Small and Medium Enterprise in IHG CAPP (Salesforce), Holidex Plus andGlobal Reservation System.

  • Manage, Activate and Modify Subset parameters for Worldwide SalesPrograms such as Corporate Gold, Mid Market Accounts, Business Advantage, IHGBiz, and Small and Medium Enterprises (SME).

  • Manage rate loading for IHG Owners Association Program.

  • Manage rate loading for Global Employee Rate Benefit Program.

  • Process Rate Access Code in the Global Distribution Systems, DhiscoApplication, Holidex Plus, IHG CAPP (Salesforce) and EPI Channel Mapping Tool.

  • Provide analysis and feedback to ensure all Corporate Accounts are viewableand sellable in the different booking channels such as Hotels, CentralReservation Offices, GDS and Brand Websites.

  • Facilitate troubleshooting andgive possible resolutions to problems and defects.

  • Manage the resolution process, identify gaps, trends and issues andresolve discrepancies in the different reservation channels and systemapplications.

  • Present feedback to Internaland External Partners, Travel Agencies, Hotels and clients on corporateaccounts and GDS rate access code processes.

  • Initiate enhancement requests for improvements to the designfunctionality of the tools used globally to achieve great customer serviceresults.

Qualifications

Education

Bachelor's

in a relevant field of work or an equivalent combination of education and work

related experience.

Experience

Demonstrated

proficiency in multiple disciplines/processes related to the position. Preferably has a work related experience in

hotel front desk, hotel reservations, and travel industry or customer service

with demonstrated proficiency and understanding in one or more functions

related to the position.

TECHNICAL SKILLS AND KNOWLEDGE

  • Demonstrated understanding ofQuality control and assurance guidelines.

  • Demonstrated proficiency inrecognizing and resolving problems or inconsistencies in transactions and workflowprocesses.

  • Demonstratedknowledge of contact center dynamics & metrics to include: relationships between service level agreement, adherence to schedule, non-phone activities basic principles and metrics related to performance and efficiency.

  • Demonstratedexperience in executing small to mid-scale projects. (Fundamental knowledge ofSalesforce IHG CAPP, Holidex, GDS and GRS.

  • Demonstrated experience with MSOffice applications.

  • Demonstrated clear and effective verbal and writtencommunication skills for the purpose of obtaining, providing and conveyinginformation to clients, hotels, Internal and External partners, and management.

Job: Call Centre

Location: Philippines-Makati

Requisition ID: MAK001467