RFP Helpdesk Specialist

Essential Duties And Responsibilities – (Key Activities Of The Role)

The Key responsibilities of CTS Specialists are:

• Support the business in identifying system and process enhancements that will be beneficial for the next RFP Season.
• Excellent communication skills are required, including superior phone and email contact handling skills and active listening.
• Handle Ad Hoc Requests and Special Projects as deemed necessary by the Business Team, Management Team and/or Key Account Directors
• Conduct user testing prior to the launch of system enhancements to hotels and Global Sales Worldwide.
• Support Global Sales in managing their accounts, creating RFPs, adding hotels for solicitation, assist in negotiations and exporting of files.
• Assist or act in behalf of hotels in answering their Wish Want Walk rate grid following the Revenue Management Guidance.
• Facilitate or act in behalf of hotels in updating property profile, responding to RFPs and negotiations. Support hotels in any other concerns they may have with the IHG RFP tool.
• Manually update and correct the Rate Loading files submitted by Global Sales prior to loading of rates in the WebRL tool.
• Load Rates for Key Accounts and Managed LNRs using the WebRL tool.
  
  

• Use own judgment and initiative to effectively resolve cases
• Maintain a consistent, high quality customer focus
• Respond in manner and time frame promised
• Provide clear and accurate information
• Consistently meet SLAs
• Anticipate problems and/or questions
• Perform administrative duties as assigned by team manager
  
  

• Demonstrates clear and effective verbal and written communications skills for the purpose of obtaining and conveying information to clients, business partners, management and team members.
• Willingness to learn new skills e.g. new applications, attend training courses
• Meet the Service Level Agreement and complete tasks and projects as required.
• Displays a professional and positive attitude toward work and customer relationships and service. Self-starter, self-motivated and reliable work ethic and record
• Must have strong customer orientation and adaptability, with the expertise to respond to different types of personalities appropriately, and the resilience to deal with occasional stressful or urgent situations.
• The ability to multi-task, prioritize and manage time effectively are essential for this role.
• Computer skills in Microsoft Office programs and ability to quickly learn and become proficient at new systems and processes, along with basic business office skills. etc. is important as negotiations occur across multiple systems
• Ability to read and follow standard operating procedures are required
• Ability to handle escalation protocol, tracking and meet or beat all defined SLAs
• Ability to articulate and trouble shoot problems as well as facilitate conversations to resolve issues