Lead Response Specialist/Lead Engagement Manager

3 weeks ago

Atlanta, United States Spectraforce Technologies Full time
Title: Lead Response Specialist/Lead Engagement Manager

Location: Remote

Duration: 7 Months (Possible Conversion into Permanent FTE)

Key Accountabilities:

  • Facilitate each step within the Groups & Meetings RFP process, including but not limited to preparation, review, response, negotiation and contracting, for hotels participating in the Essential Commercial Services program.
  • Work with hotels and internal stakeholders to ensure all applicable parties are educated and well-prepared for the RFP process.
  • Communicate effectively with hotels and internal stakeholders to ensure content and strategies are complete and understood by all on a continuous basis.
  • Collaborate with Lead Response Specialist peers to ensure program optimization.
  • Effectively utilize applicable technology, tools, and resources, both bespoke to IHG and external resources, to ensure consistent record keeping and sound revenue strategies.
  • Knowledgeable and able to actively apply appropriate IHG resources, including but not limited to IHG Business Rewards, LeadShare, and managed account promotions.
  • Follow ECS RFP Response standard operating procedures.
  • Analyze and interpret data.
  • Negotiate RFPs, using a range of data, customer and hotel insights, and commercial savvy.
  • Manage workload to ensure deadlines are met and quality is optimized, even during peak volumes.
  • Explain, when needed, the rationale behind proposals and related negotiations in a clear and concise fashion.
  • Establish a positive perception among key stakeholders of the ECS RFP Response ways of working and the results it delivers, through one's own professional, capable approach and communication.
  • Maintaining a professional, consistent, and calm approach even in high-pressure situations.
  • Share ideas for continuous improvement on approach and ways of working.
  • Flexible in working hours required during peak periods.


Key Metrics:
  • MeetingBroker Response Metrics
  • Group market segmentation impact in line with overall hotel strategy
  • Participating hotel feedback
Other Metrics:
  • Overall hotel revenue and market share performance
  • Hotel opt-in to RFP Response
  • Internal stakeholder feedback
Education
  • Bachelor's degree (or equivalent) preferred.
Experience
  • Customer service experience required.
  • Hospitality experience preferred.
  • Sales experience preferred.
  • Analytics experience preferred.
Technical Skills and Knowledge
  • Proficient skills and experience with Microsoft Office applications, including but not limited to MS Teams, Word, PowerPoint, and Excel.
  • Experience with RFP Response technology preferred.
  • Strong customer service, communication and interpersonal skills required, with the ability to effectively communicate with all levels of a business.
  • Able to handle multiple tasks, and to plan, prioritize and organize effectively.
  • A professional and positive attitude toward work and customer relationships and service.
  • Self-starter, self-motivated and reliable work ethic.
  • Commercially aware and results oriented.
  • Independent problem-solver who can effectively judge when to escalate for awareness and/or support.
  • Team player who measures success collectively as well as personally.
  • Business fluent in English.

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