Groups and Meetings Support Specialist

Key Accountabilities

• Serve as the first point of contact for customers seeking Groups & Meetings solutions across IHG's portfolio of brands, delivering exceptional service through phone, web and email channels.
• Consult with clients to understand their requirements and identify solutions that best meet their needs.
• Transform customer inquiries into qualified business opportunities that drive revenue growth across IHG's portfolio of hotels.
• Partner with hotels and customers throughout the sales cycle to maximize engagement, conversion, and customer satisfaction.
• Take ownership of opportunities from initial inquiry through conclusion, ensuring a seamless customer experience and positive business outcomes.
• Demonstrate commercial awareness and problem-solving skills by sourcing alternative solutions when preferred hotels are unavailable or unable to meet customer requirements.
• Contribute directly to IHG's commercial success by supporting the generation and conversion of group and meetings opportunities.

Success Measures

• Revenue contribution and lead conversion results
• Customer satisfaction and service quality
• Accuracy and quality of opportunity qualification
• Effective management of customer and hotel follow-up
• Achievement of productivity and operational performance standards
• Contribution to team and commercial business goals

Skills and Knowledge

• Ability to take initiative, manage multiple priorities and deliver results in a fast-paced environment.
• Strong organizational and time management skills, with the ability to manage multiple customer opportunities while maintaining a high level of accuracy and attention to detail.
• Effective communication and relationship-building skills, with the ability to engage confidently with customers, hotels and internal stakeholders.
• Ability to analyze customer requirements, exercise sound judgment and identify solutions that support both customer needs and business objectives.
• Demonstrated commercial awareness and problem-solving skills, with the ability to identify opportunities, overcome obstacles and influence positive business outcomes.
• Ability to quickly learn and apply new systems, processes and industry knowledge in support of Groups & Meetings sales activities.
• Maintain expertise in Groups & Meetings processes, systems and policies, serving as a trusted resource for customers and internal partners.

Education & Experience

• Completion of at least two (2) years of college or equivalent combination of education and professional experience.
• Experience in sales, hospitality, hotel operations, reservations, customer service or a related field is a plus.