Centralized RFP Level 1 - Spanish

Hotel Brand:
Location: Philippines, Makati City

Hotel: CRO Manila, 27th Floor, Tower Two, RCBC Plaza,, 6819 Ayala Avenue corner Gil Puyat Avenue, MAKATI CITY, 1200

Job number: 125486



Role Purpose: 

A group of highly skilled, customer support specialists responsible for ensuring RFPs are responded to with accuracy and in a timely manner. The team is involved in the whole RFP process and they are also expected to work with various business units to collect information needed to reply to the RFP and collaborate with members across the organization to handle more complex requests for proposal. Individuals on this team must be adept at using systems, can understand, and follow Standard Operating Procedures, manage multiple RFPs in various stages of the process, and thrive in a fast-paced environment with multiple stakeholders representing all lines of business. The team is also responsible in ensuring that the Key Negotiated Rates are properly loaded and bookable on the system. Must be fluent in English and Spanish. 

Essential Duties and Responsibilities – (Key Activities of the role)

• Work closely with the IHG Global Sales – Corporate Travel Strategy team to provide feedback, recommendations and collaborate with them on process/system improvements in relation to the RFP and Rate Loading. 
• Troubleshoot potential system issues, consolidate screenshots and work with the development team in identifying solutions. 
• Conduct user testing prior to the implementation of system enhancements that will impact the on and off-property users of GRS, IHG RFP and CRPT Tools.
• Communicate with hotel or corporate users through emails and outbound calls to assist them on their access, navigational or system issues.
• Effectively utilize the different tools such as Hotel Content, internal trackers and check the history of the RFPs to answer Custom Questions on the RFPs. Reach-out to hotels via email or phone for urgent RFP concerns that is not verifiable via the available tools.
• Assist Sellers without Sales Associates in basic account management, RFP creation, adding hotels for solicitation, initiating negotiations and exporting of files.
• Manage the end-to-end RFP process of Local Negotiated Rates initiated from major third-party RFP tools (HRS and Tripbam)
• Handle Ad Hoc Requests and Special Projects as deemed necessary by the Corporate Travel Strategy, Sellers and/or Senior Leadership.
• Assist or act on behalf of hotels in answering their Wish Want Walk rate grid following the Revenue Management Guidance.
• Facilitate or act on behalf of hotels in updating property profile, responding to RFPs and negotiations. 
• 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.
• Manage and correct the disassociation reports weekly

Critical Expertise, Experience and Educational Attainment Required:

• A graduate of any four-year course or an extensive equivalent education and work experience may qualify
• For Internal, must be an IHG employee for at least 6 months. 
• Background in sales, hotel operations and hotel systems are a big factor/advantage but not required.
• 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
• Knowledge about Cvent or Lanyon is an advantage but not required

 

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