Job Description

**Consultant Hotel Ops Support**

**Hotel Brand:**

**Location:** United States, Georgia, Atlanta

**Hotel:** Corp Atlanta Ravinia (ATLR3)

**Job number:** R191478

**Share:**

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, theres countless opportunities at your fingertips.

Were growing; grow with us.

****Your day to day****

Provide consultation and customer service support to ownership and management of hotels in a pre-determined territory within the Americas Region of approximately 3,400 hotels of all brands. Field incoming calls and answer questions or provide information regarding brand initiatives, hotel standards and operations, rate and inventory management, and service and quality planning.

**Essential Duties and Responsibilities (Key Activities)**

* Receive inbound telephone calls and e-mail from IHG hotels across all brands and regions, including travel industry customers (Travel Agents, OTA, GDS), and answer questions and resolve issues requiring a wide range of knowledge of IHG programs, promotions, initiatives, revenue management, rate and inventory management, distribution, content and general hotel operations.

* Receive inbound telephone calls and e-mail from internal IHG stakeholders (typically field based employees) and answer questions and resolve issues requiring a wide range of knowledge of IHG programs, promotions, revenue management, rate and inventory management, distribution, content and general hotel operations.

* Consult with hotels on IHG branded initiatives, programs, projects, and standards compliance to increase operational efficiency and effectiveness for Americas Region.

* Develop rapport with hotel operators and serve as a valuable and trusted partner, providing our hotels with information and quick resolution of issues with a goal of one call resolution.

* Investigate booking and content distribution issues and other barriers to revenue generation when reported by hotels, IHG personnel, or travel industry customers. Capture trends and report issues impacting normal hotel operations based on daily contacts.

* Provide tactical strategies to global hotel owners and operators on revenue optimization using Holidex, Pricing/Revenue Optimization Tools, (PERFORM), Partner Connectivity Portals, including DerbySoft, DHISCO, Avalon, Sabre E-Hotels

* Guide work associates in the development of procedures for hotel executional elements in areas such as guest services/relations, reservations, sales, and food & beverage, based on knowledge of ongoing hotel issues obtained from daily contact with hotel management.

* Initiate crisis management process of hotel emergencies as they are reported to IHG. Provide general assistance to hotels during emergency situations and escalate issues to the appropriate internal partners when necessary

* Complete special projects as required.

****What we need from you****

**Education **

Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

**Experience **

4-7 years progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations and/or training.

**Technical Skills and Knowledge **

* Demonstrated knowledge of hotel operations; of rules, laws and regulations relating to new hotel openings; and of applicable systems and programs.

* Demonstrate excellent customer service standards by thoroughly assessing needs, providing accurate and timely information based on SLAs, handling complaints and providing alternative solutions when necessary.

* Demonstrate knowledge of travel distribution channels such as but not limited to OTAs GDS, Web, Travel Agents

* Demonstrate analytical skills and ability to perform research and communicate and articulate findings to owners, operators, and internal stake holders in a clear and concise manner.

* Demonstrate analytical skills and ability to perform research and communicate and articulate findings to owners, operators, and internal stake holders in a clear and concise manner.

* Demonstrate analytical skills and ability to perform research and communicate and articulate findings to owners, operators, and internal stake holders in a clear and concise manner.

* Demonstrate analytical skills and ability to perform research and communicate and articulate findings to owners, operators, and internal stake holders in a clear and concise manner.

* Demonstrate effective verbal and written communication skills to owners, operators, senior and executive level leadership.

* Demonstrate effective verbal and written communication skills to owners, operators, senior and executive level leadership.

* Demonstrate ability to liaise between IHG and third-party distribution partners to ensure consistency and accuracy of content, rate distribution and inventory management. Such partners include - Expedia, Booking, GDS and travel agents.

* Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written communications to the needs and level of user.

* Demonstrated knowledge of hotel systems, programs and training principles and procedures.

* Demonstrated ability to keep current with industry trends/changes.

* Demonstrated problem solving and time management skills.

* Demonstrated attention to detail and ability to manage multiple tasks/clients required.

* Demonstrate and proven ability to work independently as well as in small groups.

* Demonstrate Proficiency in Microsoft Office Products such as Word, Excel, and Power Point.

****What we offer****

Well reward all your hard work with a great salary and benefits including great room discount and superb training.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individuals, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

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