Coordinator, Hotel Operations Support & Services

IHG Hotels & Resorts; Philippines; Hybrid; PHP 3,100,000 - 5,200,000; Full time

Benefits offered by this job

Room discounts

Recharge days

Volunteer days

Job summary

IHG Hotels & Resorts is seeking a detail-oriented specialist to manage inbound inquiries, update hotel profiles, and support onboarding for leadership roles. You will liaison with global teams to resolve issues, manage data across databases, and contribute to performance reporting.

The role requires strong communication, problem solving, and familiarity with hotel operations, with hybrid work arrangements (2-3 days onsite) and a focus on revenue-support activities.

Qualifications

• Strong problem solving and analytical abilities.
• Excellent time management and attention to detail.
• Clear, concise communication in verbal and written form.
• Experience in hotel operations and content standards.
• Demonstrated ability to learn quickly and adapt to changes.

Responsibilities

• Liaise with Hotel Operations Support to address inquiries.
• Research and resolve booking barriers on digital channels.
• Update hotel profiles and personnel in databases.
• Support onboarding for hotel personnel and set up calls.
• Load action plans for hotel consultations and events.
• Execute outbound communications campaigns when needed.
• Design and distribute reports on operations and distribution trends.
• Handle low level incidents and escalate when required.
• Complete ad hoc projects to improve revenue and partner support.

Skills

Problem solving

Time management

Initiative

Hotel operations

Communication skills

Attention to detail

Project management

Industry awareness

Multi-tasking

Office tools

Tools

Microsoft Excel

PowerPoint

SharePoint

Teams

Salesforce

Job description

Key Accountabilities

• Receive and review inbound emails from IHG hotels, internal colleagues, and non-IHG contacts across all brands and regions, liaising with the Hotel Operations Support Team in the Americas to address inquiries. Resolve issues globally by leveraging a wide range of knowledge in performance reports (STR Reports, IHG Fundamentals, and other dashboards), IHG programs, promotions, revenue management systems (IHG Concerto and Property Management Systems), distribution channels (direct channels, OTAs, meta search engines), rate and inventory management, sales, content, and general hotel operations. Refer issues to the appropriate specialist or team and handle escalations as necessary.
• Research and resolve booking barriers on digital distribution channels (Web, IHG App) related to content inaccuracies and payment methods.
• Perform electronic data management work. Update hotel profiles in IHG and partner databases. Update IHG database with hotel and above property key personnel.
• Support onboarding program for qualified hotel personnel covering Manager, Director, and Executive-level roles; setup onboarding calls, outbound email invites, and analysis of attendance progress. Setup action items for onboarding, monitor and follow-up completion as needed.
• Load action plans on hotel consultation/educational events on behalf of IHG field Specialists.
• Perform outbound communications campaigns via outbound call or email campaigns to communicate important and time-sensitive information from the IHG corporate office when needed.
• Design and distribute reports covering Operations and Channel Distribution trends. Prepare reports on IHG hotel information, content API (application programming interface) among others and distribute to various third-party connectivity partners.
• Prepare a variety of departmental reports and/or presentations, charts, presentation data, or logs as required and according to established specifications, gathering and summarizing information from various sources as requested; may create and format reports and presentation materials utilizing various spreadsheet graphics, and/or statistical software as needed.
• Handle low level hotel incidents as they are reported to IHG; elevate issues to the appropriate Manager on Duty when necessary and ensure internal functions are aware of the issues reported.
• At the direction of the HOS&S Manager, independently complete ad hoc projects that impact performance on revenue and support our partner teams. Complete and/or coordinate activities related to assigned special projects; assist in establishing project timetables, action steps and status updates; follow-up, as appropriate, to ensure timely execution to meet established deadlines.

Key Metrics

• Review and resolve content and distribution issues across IHG and third-party booking engines and meta search platforms; escalating to internal and external contacts as appropriate. Ensure cases are updated and monitored up to resolution.
• Review potential hotel incidents from reports received through group mailboxes or online alerts; handle minor hotel incidents and coordinate high level and sensitive cases to Manager on Duty.
• Perform electronic data management work. Update hotel key players and corporate contacts in IHG and partner databases; modify or upload local hotel information and other hotel content fields affecting placement in third party search engines and maps.
• Ensure prompt assignment of time-sensitive hotel cases impacting revenue, operations, and other highly sensitive incidents to appropriate specialists as they are reported to IHG.
• Ensure timely execution of outbound communication campaigns.
• Ensure attendance of qualified hotel personnel to their respective onboarding calls and completion of tasks as appropriate.

Key Skills & Experiences

• 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.
• Proven 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.
• 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.
• Demonstrated ability to manage and prioritize multiple concurrent projects, consistently delivering high-quality deliverables with meticulous attention to detail.
• 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.

Physical Requirements

• The team is following the hybrid work set-up (2-3 days onsite work). Work is typically performed in a normal office environment and an opportunity to work from home on certain days as agreed upon with the team.
• Readiness for 24/7 shift and operations.
• Work Schedule: Graveyard shift aligned with the AMER (Americas) region time zone, including weekends and holidays as business needs require.

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.