Coordinator, Hotel Operations Support & Services

Role Purpose

Provide customer service support to hotel operators, IHG corporate employees and non-IHG partners globally. Field incoming emails and liaise to obtain information regarding general inquiries including brand initiatives, channel distribution, hotel standards and operations, hotel emergency and customer service support. When needed, provide outbound calls and emails to communicate important IHG information such as operating requirements and deadlines. Research and resolve booking barriers on digital distribution channels (Web, IHG App) related to content inaccuracies and payment methods.

Key Accountabilities

• Receive and review inbound emails from IHG hotels, internal colleagues, and non-IHG contacts across all brands and regions, liaising with the Hotel Operations Support Team in the Americas to address inquiries. Resolve issues globally by leveraging a wide range of knowledge in performance reports (STR Reports, IHG Fundamentals, and ...