CRFP Specialist (corporate role)

IHGis seeking experienced customer service individuals to join the RFP CustomerSupport Team. The team’s primary responsibility is to respond to RFPs withaccuracy and in a timely manner. Each specialist will be consult with a portfolioof hotels to support during the RFP process and key elements of the corporatetravel segment. The CRFP specialist is also expected to work with variousbusiness units to collect information needed to reply to the RFP and collaboratewith members across the organization to handle more complex requests forproposal. Individuals on this team must be adept at using systems, analyze datato provide performance insights, understand and follow Standard OperatingProcedures, manage multiple RFPs in various stages of the process, and thrivein a fast-paced environment with multiple stakeholders representing all linesof business. The ideal candidate will be a detail-oriented team player able todeliver extraordinary customer service via all channels of communicationincluding telephone, email, and in person.
Essential Duties and Responsibilities – (KeyActivities)
· The position requiresan individual with proven customer support experience. Excellent communicationskills are required, including superior phone contact handling skills and activelistening.
· The incumbent must havestrong customer orientation and adaptability, with the expertise to respond todifferent types of personalities appropriately, and the resilience to deal withoccasional stressful or urgent situations.
· The ability to multi-task,prioritize and manage time effectively are essential for this role.
· Computer skills includingability to quickly learn and become proficient at new systems and processes,along with basic business office skills. etc. is important as negotiations occuracross multiple systems.
· Ability to read andfollow standard operating procedures are required.
· Ability to handleescalation protocol, tracking and meet or beat all defined SLAs.
· Ability to articulateand trouble shoot problems as well as facilitate conversations to resolveissues.
· Ability to fostercollaboration amongst varies business units and pull together cross-functionalteams to address non-standard / complex RFP responses.
· Ability to effectivelyuse conflict resolution strategies to diffuse situations and work towardsresolution.
2. REQUIREDQUALIFICATIONS
Education –
Combinationof education and/ or work related experience.
Experience –
3+ years of CustomerService experience required. Hospitality Industry experience is preferred but notrequired. Proficient in Microsoft Excel, Outlook, Word, PPT.