Operations Coordinator, Critical Response & Support

IHG Hotels & Resorts; Makati; Hybrid; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Room discounts

Recharge days

Volunteer days

Wellbeing program

Job summary

IHG Hotels & Resorts in Manila combines hybrid office work with global hotel operations expertise. The role coordinates CR&S opportunities and leads, tracking revenue contributions for the AMER region while performing essential administrative duties for managers and staff.

The ideal candidate will manage multiple projects, maintain accurate data, and communicate clearly with vendors and corporate contacts. A bachelor’s degree and 2+ years in service/hospitality are required.

Qualifications

• Bachelor’s degree in Office Management, Hospitality, Business or equivalent.
• 2+ years of experience in customer service/hospitality operations.
• Strong written and verbal communication for diverse audiences.

Responsibilities

• Coordinate CR&S leads and opportunities in Javelin for proper account crediting.
• Perform timekeeping duties for department staff.
• Support special projects and administrative tasks to aid department operations.
• Contact hotels via calls and emails for timely lead processing in MeetingBroker.
• Coordinate with Finance, Technology, Facilities, and HR for department needs.
• Back-up consultant to process revenue-generating requests during peak periods.

Skills

Hotel operations

Written & verbal communication

Industry trend awareness

Problem solving

Multi-project management

Data reporting accuracy

Mathematical skills

Microsoft 365 proficiency

CRM/cloud familiarity

Education

Bachelor’s degree in Office Management/ Hospitality/ Business

Tools

Salesforce

Meeting Broker

IHG Javelin

CRM systems

Job description

Role Purpose

An AMER functional role that makes significant revenue contributions to the AMER region. The coordinator oversees completion of opportunities in Javelin for managed accounts supporting KADs track their revenue from CR&S leads. This role involves coordinating various activities related to lead generation from CR&S Consultants, qualification, and follow-up, ensuring that leads are effectively captured and converted into revenue. The coordinator will also perform a variety of administrative duties for managers and/or staff of an assigned business unit or department. Coordinate special projects for the assigned manager(s) to support departmental business operations. When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important deadlines.

Key Accountabilities

Coordination

• Collect, organize, and maintain a database of CR&S leads from various key accounts through RFP tracker, ensuring accuracy and completeness.
• Complete all CR&S Opportunities in Javelin for proper account crediting coming from leads sourced by the team.
• Initiate contact and follow up calls with hotels through phone calls and emails for timely processing of all leads in MeetingBroker.
• Collaborate with MB Care specialists for leads that should be forwarded for Offline Billing.
• Track CERs tagged as group bookings ensuring that proper data are encoded along with correct field value showing the correct lead status.
• Process non-revenue generating cases daily such as billing disputes, folio requests, and CCA/NOTP.
• Act as a back‑up Consultant processing revenue-generating requests during critical times.
• Provide support on CR&S tasks when required.
• 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.
• Support CR&S Team Lead and Manager for ad hoc projects that impacts CR&S performance on revenue.
• Perform other administrative support duties as assigned to facilitate the smooth operation of the department.
• Coordinate with various local and regional support groups on department requirements covering, but not limited to, Finance, Technology, Facilities, and Human Resources.
• Perform timekeeping duties for department staff in accordance with deadlines prescribed by local Payroll team.

Required Skills

Key Skills & Experiences

• Demonstrated knowledge of hotel operations
• Demonstrated written and communication skills tailored to diverse audiences, including vendors, suppliers, and corporate contacts, ensuring clarity, conciseness, and accessibility.
• Demonstrated ability to keep current with industry trends/changes.
• Highly adaptable problem‑solver, adept at modifying plans mid‑stream to overcome unexpected challenges.
• Utilization of a contact management system with an ability to clearly document call details and any timely follow‑up notes and actions as required.
• Demonstrated ability to manage and prioritize multiple concurrent projects, consistently delivering high‑quality deliverables with meticulous attention to detail.
• Proven ability to organize information with a keen eye for detail, ensuring accurate and reliable reporting data, including safeguarding sensitive information.
• Demonstrated problem‑solving skills for the purpose of maintaining the daily flow of office work, answering questions, and resolving issues.
• Demonstrated math skills for the purpose of checking figures for accuracy.
• Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams.
• Experience in Salesforce, Meeting Broker, IHG Javelin, and other cloud‑based platforms is highly preferred but not required.

Qualifications

• Minimum Bachelor’s degree in Office Management, Hospitality, Business, or a relevant field of work or an equivalent combination of education and work‑related experience.

Experience

• At least 2+ year’s progressive work‑related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations

Physical Requirements

• Work is typically performed in a normal office environment (Hybrid).
• Primary office location: CRO - Manila (27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, cor. Sen. Gil Puyat, Makati City 1200)
• Work Schedule: Graveyard shift aligned with the AMER (Americas) region time zone.
• Readiness for 24/7 shift and operations.

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.