Groups and Meetings Support Specialist

InterContinental 62s Group plc; Southern Manila District; On-site; PHP 480,000 - 720,000; Full time

Job summary

IHG seeks a Groups & Meetings Account Specialist to serve as the first point of contact for clients across its portfolio, delivering exceptional service via phone, web, and email. You will understand customer requirements and propose fitting solutions, driving revenue and customer satisfaction throughout the sales cycle.

You will own opportunities from inquiry to closure, collaborate with hotels, and demonstrate strong commercial judgment to navigate availability and achieve business outcomes.

Qualifications

• Two years of college or equivalent combination of education and experience.
• Experience in sales, hospitality, hotel operations, reservations, customer service or related field is a plus.

Responsibilities

• Serve as the first point of contact for Groups & Meetings solutions across IHG brands via phone, web and email.
• Consult with clients to understand requirements and identify suitable solutions.
• Transform inquiries into qualified business opportunities that drive revenue growth.
• Partner with hotels and customers throughout the sales cycle to maximize engagement, conversion and satisfaction.
• Own opportunities from inquiry to closure, ensuring a seamless customer experience.
• Demonstrate commercial awareness by proposing alternatives when preferred hotels are unavailable.
• Support generation and conversion of group and meetings opportunities.

Skills

Initiative

Organizational skills

Communication

Customer needs analysis

Commercial awareness

Systems learning

Education

Two years of college

Job description

Key Accountabilities

• Serve as the first point of contact for customers seeking Groups & Meetings solutions across IHG's portfolio of brands, delivering exceptional service through phone, web and email channels.
• Consult with clients to understand their requirements and identify solutions that best meet their needs.
• Transform customer inquiries into qualified business opportunities that drive revenue growth across IHG's portfolio of hotels.
• Partner with hotels and customers throughout the sales cycle to maximize engagement, conversion, and customer satisfaction.
• Take ownership of opportunities from initial inquiry through conclusion, ensuring a seamless customer experience and positive business outcomes.
• Demonstrate commercial awareness and problem-solving skills by sourcing alternative solutions when preferred hotels are unavailable or unable to meet customer requirements.
• Contribute directly to IHG's commercial success by supporting the generation and conversion of group and meetings opportunities.

Success Measures

• Revenue contribution and lead conversion results
• Customer satisfaction and service quality
• Accuracy and quality of opportunity qualification
• Effective management of customer and hotel follow-up
• Achievement of productivity and operational performance standards
• Contribution to team and commercial business goals

Skills and Knowledge

• Ability to take initiative, manage multiple priorities and deliver results in a fast-paced environment.
• Strong organizational and time management skills, with the ability to manage multiple customer opportunities while maintaining a high level of accuracy and attention to detail.
• Effective communication and relationship-building skills, with the ability to engage confidently with customers, hotels and internal stakeholders.
• Ability to analyze customer requirements, exercise sound judgment and identify solutions that support both customer needs and business objectives.
• Demonstrated commercial awareness and problem-solving skills, with the ability to identify opportunities, overcome obstacles and influence positive business outcomes.
• Ability to quickly learn and apply new systems, processes and industry knowledge in support of Groups & Meetings sales activities.
• Maintain expertise in Groups & Meetings processes, systems and policies, serving as a trusted resource for customers and internal partners.

Education & Experience

• Completion of at least two (2) years of college or equivalent combination of education and professional experience.
• Experience in sales, hospitality, hotel operations, reservations, customer service or a related field is a plus.