Groups & Meetings Support Specialist

IHG; Estado de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global hotel group is seeking candidates for a sales role focusing on group sales and reservations in Mexico. The successful applicant will manage inbound requests, provide excellent customer service, and liaise between clients and hotels. This position requires customer service experience, a high school diploma, and proficiency with hotel systems. The role supports a hybrid work model, blending office and remote work, with a focus on creating a welcoming environment for all.

Servicios

Room discounts

Recharge and volunteering days

Formación

• 1-3 years of experience in reservation relay or customer service.
• Proven ability in providing high-level customer service.
• Familiarity with hotel phone systems and databases.

Responsabilidades

• Answer inbound group sales toll-free lines and respond to client.
• Provide all pertinent information related to hotels and policies.
• Prepare reports and logs as required by management.

Conocimientos

Customer service skills

Communication skills

Organizational skills

Educación

High school Diploma or equivalent

Herramientas

Hotel phone systems

Computerized systems

Descripción del empleo

Service and successfully book group sales business for domestic and international ICH hotels via toll-free group and meeting numbers, mail, Holiday Hospitality personnel service requests. Serve as liaison between Mexico and Latin American clients and worldwide hotels who are inquiring for information on group reservations and conference network services. Collect all information and quotations needed in order to compose the offer for the client(s), while offering excellent service with the intention to turn as many requested bookings as possible into confirmed reservations. Act as a representative of the hotel during the negotiation and planning until a final contractual agreement has been established.

Key Accountabilities

• Answer inbound group sales toll free lines and respond to client requests via a variety of media. Convert as many group requests as possible into confirmed reservations, applying departmental quality and service requirements. This also applies to hotel accommodations with meeting functions.
• Receive telephone calls from travel agencies, companies and clients requesting availability and rates for 10 or more rooms at IHG hotels worldwide.
• Provide customers with all pertinent information related to hotels, confirmation and cancellation policies, rates, etc. in writing. Open a computerized file on group program for domestic and international requests received, and process it in accordance with current procedures within timeframes.
• Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided. Respond to individuals in manner and timeframe promised or follow-up to explain status. Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions. Deal with initial guest complaints, communicate details to the sales and meeting hotel management, and refer more serious complaints to the general manager when appropriate.
• Follow-up and verify the client’s interest in the offer and assist him/her in the whole process of booking, including the elaboration of quotations and contracts, receiving rooming list and deposits, and any other items or changes that might occur during the booking process.
• Prepare reports, charts, presentation data, or logs as required and according to established specifications. Provide monthly computerized reports showing sales and related activities.

Key Skills & Experiences

Education –

High school Diploma or an equivalent combination of education and experience required. Travel Industry equivalent strongly preferred.

Experience –

1-3 years of previous experience in a position of responsibility in reservation relay, sales, telemarketing or customer service.

Technical skills and Knowledge –

• Demonstrated ability to provide clients with a high level of customer service by exhibiting interest, diplomacy, know-how and professional image.
• Demonstrated familiarity with hotel phone systems and computerized systems and related databases, for the purpose of accessing and providing appropriate information.
• Demonstrated organizational skills and attention to detail in order to maintain accuracy of reporting data.
• Demonstrated effective oral and written communication skills for the purpose of conveying information to internal and external customers or providing information via written reports or correspondence.

About Us

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

About the Team

Who we are

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Job Info

• Job Identification 156623
• Job Category Sales
• Posting Date 12/19/2025, 10:42 PM
• Job Schedule Full time