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Role Purpose

Provide customer service, consultation, and operational support to hotel operators, IHG corporate employees, and external partners globally. Manage inquiries, communications, onboarding programs, compliance initiatives, and data management activities that support hotel operations, brand standards, and business objectives.
When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important deadlines. Support AMER Quality with various compliance tasks and campaigns. Implement tailored onboarding programs for new department heads or managers at IHG hotels in the Americas region.
 

Key Accountabilities

• Receive and manage inbound inquiries from IHG hotels, corporate employees, and external partners, providing consultation and resolution on hotel operations, brand initiatives, distribution channels, revenue management systems, compliance requirements, and other operational matters. 
• Route and coordinate inquiries with internal stakeholders and regional support teams to ensure timely issue resolution and a high level of customer service. 
• Investigate hotel operational, booking, and content distribution issues, identify trends impacting revenue generation or hotel performance, and escalate concerns as necessary. 
• Maintain accurate hotel, above-property, and corporate data within GOLS and related systems, processing updates to support data integrity, reporting accuracy, and business continuity. 
• Coordinate onboarding activities for newly appointed hotel leaders, including General Managers, Directors of Sales, Sales Managers, and other department heads, through welcome communications, attendance tracking, and engagement support. 
• Support the Commercial Team's Commercial Termination process by facilitating the timely transfer of corporate accounts from closing hotels to nearby IHG properties to minimize business disruption and protect revenue opportunities. 
• Support the Dedicated Sales Leader (DSL) Compliance Program by maintaining accurate sales leader records and administering Director of Sales (DOS) and Commercial Service Waiver processes to ensure compliance and operational consistency. 
• Manage the upload, maintenance, monitoring, and reporting of Action Plans and other compliance-related initiatives within the Engagement Center. 
• Administer and respond to inquiries received through the GM Welcome, DSL Compliance, and Sales Welcome mailboxes, ensuring adherence to service level agreements (SLAs) and prompt resolution of stakeholder concerns. 
• Prepare and distribute compliance reports, letters, communications, and campaign materials related to Guest Love, Standards, hotel compliance tracking, and other Quality initiatives. 
• Monitor Mandatory Improvement Plans, compliance certificates, and other operational programs across AMER hotels, reporting trends and supporting follow-up activities as required. 
• Support AMER Quality and Commercial teams through compliance campaigns, report generation, tracking activities, data analysis, and stakeholder communications. 
• Execute outbound communication campaigns to hotel leaders and operators, conveying business-critical information, operating requirements, program updates, and key deadlines. 
• Build and maintain strong relationships with hotel operators and stakeholders, serving as a trusted partner dedicated to delivering efficient, accurate, and high-quality support. 
• Remain knowledgeable of IHG standards, systems, initiatives, and operational programs, applying expertise to support hotel education, compliance, and operational excellence.
• At the direction of the Operations Manager, independently complete ad hoc projects that impact performance on revenue and support our partner teams. 
   

Qualifications 

• 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
• Ability to create and sustain high impact trusted relationships with peers, local support groups, internal and external partners.
• 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.
• 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.
• Proficiency in Excel covering complex formulas and automation (MACROS, VBasic preferred), create and manipulate charts and pivot tables for data analysis and trend reporting.
   

Education

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.