Corporate Travel Specialist

2 weeks ago

Windsor, United Kingdom InterContinental Hotels Group Full time

**About Us**

IHG Hotels & Resorts is one of the largest hotel companies in the world with a family of 18 brands including InterContinental®, Holiday Inn®, Kimpton® and voco®. Approximately 350,000 people work across IHG’s hotels and our corporate offices in 100+ countries.

As a service business, people are at the heart of IHG. Our pursuit of True Hospitality for Good means we go all out to make a positive difference across all the regions and communities we operate in. Our passion, scale and ambition will enable you to go further in whatever you do and wherever you are on your journey with us. So, to ensure your success, we’ll give you room to belong, room to grow and room to make a difference.

With an award-winning culture, you can look forward to being part of a company that will appreciate you for simply being you. At IHG we celebrate our differences, and we believe everyone has something unique to bring to each team.

**Your day to day**

The Corporate Travel Specialist/Centralised Request for Pricings (RFP) team’s primary responsibility is to respond to RFPs with accuracy and in a timely manner, to improve participating hotels' revenue performance. Each specialist will consult with a portfolio of hotels to support in preparation for and during the RFP process. The Corporate Travel Specialist is also expected to work with various business units to collect information needed to reply to the RFP and collaborate with members across the organization to handle more complex requests.

Individuals on this team must be adept at using systems, analysing data to provide performance insights, understanding and following standard operating procedures, managing multiple RFPs in various stages of the process, and thriving in a fast-paced environment with multiple stakeholders representing all lines of business.

Key Accountabilities
- Assist in planning and execution of hotel onboarding calls
- Assist in planning and execution of Centralized Request for Pricing RFP kick off calls
- Critically analyse data using IHG and hotel related reports
- Understand IHG’s Corporate Travel Strategy and ensure it is being adhered to by the hotels in the program.
- Review hotel plans and effectively communicate where changes need to be made.
- Evaluate requests by accounts, analyze data and negotiate with the account for the best outcome on behalf of the hotel.
- Effectively understand and be able to explain the CRFP program and how it works
- Work as a team with CRFP colleagues to gain and share knowledge across the organization
- Foster collaboration on various business units and pull together cross-functional teams to address non-standard / complex RFP responses.

**What we need from you**

Education
- Combination of relevant education and/or work-related experience.

Experience
- 3+ years of Customer Service experience required. Hospitality Industry experience is preferred but not required. Proficient in Microsoft Excel, Outlook, Word, PPT.

Technical Skills and Knowledge
- Excellent Computer skills including ability to quickly learn and become proficient at new systems and processes, along with basic business office skills. etc. is important as negotiations occur across multiple systems.
- Strong experience in Microsoft Applications such as Word, PowerPoint, and Excel.
- Ability to create queries and reports in Excel
- Strong customer service, communication and interpersonal skills required, with the ability to effectively communicate with all levels of a business including superior phone contact handling skills and active listening.
- The position requires an individual with proven customer support experience
- Able to handle multiple tasks, and to plan, prioritize and organize effectively.
- The incumbent must have strong customer orientation and adaptability, with the expertise to respond to different types of personalities appropriately, and the resilience to deal with occasional stressful or urgent situations.
- A professional and positive attitude toward work and customer relationships and service.
- Self-starter, self-motivated and reliable work ethic
- Independent problem-solver who is able to effectively judge when to escalate for awareness and/or support.
- Flexibility in working hours required during peak periods.
- Ability to handle escalation protocol, tracking and meet or beat all defined SLAs.
- Ability to articulate and trouble shoot problems as well as facilitate conversations to resolve issues.
- Ability to effectively use conflict resolution strategies to diffuse situations and work towards resolution.

**What we offer you**

At IHG we give our colleagues greater flexibility and balance - working in a hybrid way, blending remote and office working. Although we thrive on collaborating in person, we expect that you’re likely to spend time working remotely. Every role is different, and colleagues work with their team and their leader to determine how and when they collaborate in person. We like

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