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MeetingBroker Care Team Specialist

Keywords / Skills : Customer Services, Hotels

1 - 11 years
Posted: 2019-04-01

Nationality
Philippines
Industry
Customer Service
Catering/Hospitality
Function
Customer Service/Call Centre/BPO
Hotels/restaurants
Role
Customer Service Executive
Other Hospitality/Tourism/ Airline
Education
Bachelors
Degree
Diploma
Salary
16000 - 22000 PHP
Posted On
1st Apr 2019
Job Description
Essential Duties and Responsibilities

-Attends to inquiries from on-property and off-property colleagues globally for all contacts (voice and non-voice) and provide proactive solution-based thinking in resolving issues. 20%
-Strict evaluation of escalated MeetingBroker discrepancies from the Global Sales Team based on the agreed global policies and provides timely update and resolution to contribute on revenue targets. Communicates the escalation to property representative and provide support in system adoption for compliance. Evaluating revenue discrepancies due to currency alignment that causes influx in revenue report. 

-Supports property-to-property referral program through LeadShare by providing system and program inquiries and assisting in incentive claims. 

-Provides analytical insights to stakeholders on hotel’s MeetingBroker compliance by analyzing performance trends and frequencies of non-fulfilment of tasks. 

-Perform variety of administrative support duties as assigned. Prepares weekly updates on the status of the assigned cases, accomplished escalation and billing spreadsheets, and submits declared individual productivity count. Extract, sort, and distributes escalations to colleagues as daily workload. Maintain consistent high-quality service by conducting weekly workload quality evaluation using the standardized score card. 

-Provides analytical clarifications on hotel’s performance in MeetingBroker through the Rebate Program. 

-Evaluate requests in adding, changing and removing hotels in MeetingBroker, ensuring that the accuracy of IHG’s hotel information in the system is essential. 

-Default Lead catcher of IHG MeetingBroker subscription – responsible for reassigning Lead to available on-property hotel sales to increase opportunity to convert business. 

-Evaluates hotel MeetingBroker configuration to promote system adoption.

Experience:

Previous call center experience in a sales and/or customer service capacity (non-scripted environment) preferred.

Hotel/travel experience desired. Work history demonstrates high analytical skill and decision-making skills.

Technical Skills:

-Demonstrates strong time management and effective verbal and written communications skills 

-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. 

-Must have the ability to adapt to change by increasing awareness and having the willingness to take in new information 

-Excellent PC Skills (including Microsoft Word & PowerPoint for process documentation; Microsoft Excel especially with pivot tables, vlookups, etc for reports and Microsoft Outlook) 

-Strong web-based navigation skills;
 

-Adopt technological and organizational changes; 

-Embrace evolving call and contact types, adopt new tools and processes


About Company

IHG® (InterContinental Hotels Group) is one of the world’s leading hotel companies with a presence in almost 100 countries. We create Great Hotels, Guests Love® everyday for millions of people and we are looking for people just like you to join our award-winning team
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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.
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