Operations Coordinator, Critical Response & Support

IHG Hotels & Resorts; Makati; Hybrid; PHP 480,000 - 600,000; Full time

Job summary

IHG Hotels & Resorts in Manila is seeking an AMER-focused coordinator to drive revenue from CR&S leads. You will manage opportunities in Javelin for managed accounts, track lead status, and perform administrative duties for the department. The role requires coordinating with various internal groups and providing outbound outreach to hotels when necessary.

The position is hybrid in Manila, with graveyard- shift alignment to AMER time zones and readiness for 24/7 operations as needed.

Qualifications

• Bachelor's degree in Office Management, Hospitality, Business or equivalent.
• Minimum 2+ years in customer service within hospitality or service industries.

Responsibilities

• Coordinate lead generation and follow-up for CR&S opportunities in Javelin.
• Track revenue from CR&S leads and support AMER region reporting.
• Perform timekeeping and back-office administrative duties for assigned staff.
• Communicate operating requirements and deadlines to hotel operators when needed.
• Collaborate with Finance, Technology, Facilities, and HR as required.
• Back-up consultant for revenue-generating requests during peak times.

Education

Bachelor's degree in Office Management, Hospitality, Business

Tools

Salesforce

Meeting Broker

IHG Javelin

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.

Key Skills & Experiences

Required Skills

• 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.