Consultant Critical Response And Support

Role Purpose

Handle all Sales & Marketing inquiries from hotels in form of phone calls and emails. Follow the established work process and provide hotels with respective solutions to their issues. Assist hotel colleagues to utilize and embed tools / programs to drive business performance.

Key Accountabilities

• Responsible for generating high-volume revenue for selected, critical, need accounts.
• Ensure all inquiries are handled within the fast-paced time frame and to the client’s expectations.
• Perform SOPs from each account if and when they are needing rooms during critical and non-critical events.
• Responsible for managing the relationship between the IHG managed account and the Key Account Manager.
• Collaborate sales efforts cross-regionally, across departments, and/or across market segments as required to
• coordinate actions against defined accounts.
• Develop and maintain an accurate knowledge base of assigned accounts.
• Responsible in providing resolution to reservation concerns from accounts.
• Accurately track each request and all revenue associated.
• Provide accurate and timely responses to inquiries placed by both internal and external partners needing assistance.
• Complete special projects as required.
  
  

Key Skills & Experiences

Qualifications & Skills

We are seeking individuals who are proactive, adaptable, and eager to learn—whether early in their careers or bringing prior experience. This role requires strong communication skills, attention to detail, and the ability to work both independently and collaboratively in a fast-paced environment.

• Strong verbal and written communication skills, with the ability to tailor messages for various audiences, including internal teams, hotel leadership, and external partners.
• Ability to manage multiple tasks and shift priorities with a high level of accuracy and attention to detail.
• Strong decision-making skills with the ability to think critically, solve problems, and act with sound judgment beyond set procedures.
• Demonstrated adaptability and flexibility in managing changing business needs, workflows, or priorities.
• High level of initiative and ownership; comfortable working with minimal supervision and contributing ideas to improve processes.
• Team-oriented, with the ability to collaborate effectively across departments and build positive working relationships.
• Familiarity with Microsoft Office tools (Excel, PowerPoint, Outlook, Teams).
• Willingness to learn and develop skills in platforms such as Salesforce and hotel-related systems.
• Commitment to continuous learning and professional growth.
  
  

Preferred Qualifications (not required):

• Exposure to or knowledge of hotel sales operations or hospitality industry practices.
• Experience using CRM platforms such as Salesforce.
• Internship or project experience related to sales, hospitality, or customer service.
• Basic technical troubleshooting skills and interest in working with systems and data.
  
  

Experience –

• We welcome applications from recent graduates, undergraduates, or candidates with a strong interest in hospitality and sales operations. What matters most is a growth mindset, a strong work ethic, and a willingness to contribute meaningfully to the team.
  
  

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.

Dont quite meet every single requirement, but still believe youd be a great fit for the job? Well never know unless you hit the Apply button. Start your journey with us today.

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