47 jobs in IHG

**Role Summary**
The Project Manager (PM) serves as the central execution and coordination point for all PAM initiatives, responsible for managing the full delivery lifecycle, including backlog governance, delivery tracking, stakeholder coordination, and communications. This role is highly operational and execution-focused, ensuring that all PAM work-across engineering, vendors, and partner teams-is clearly defined, prioritized, tracked, and delivered. The PM will support the PAM team by driving planning, execution, and reporting across privileged access initiatives. This role ensures workstreams are coordinated across engineering, architecture, security operations, and external vendors while maintaining strong governance, risk management, and delivery discipline.
**Key Responsibilities**
+ Lead end-to-end project management for PAM initiatives, including planning, execution, and delivery tracking across multiple workstreams
+ Develop and maintain integrated project plans, timelines, milestones, and dependencies aligned to ETS security roadmap priorities
+ Identify, track, and manage risks, issues, dependencies, and decisions, escalating as appropriate
+ Facilitate regular program cadences (status reviews, working sessions, executive updates) and document outcomes
+ Drive status reporting (milestones, risks, target completion dates)
+ Support change management and adoption activities across impacted teams and stakeholders
+ Monitor delivery performance against scope, schedule, and prioritized outcomes
+ Identify and escalate blockers, risks, issues, and dependencies
+ Facilitate meetings, working sessions, and program cadences
+ Track execution across all workstreams to ensure delivery timelines are met
**Required Qualifications**
+ Bachelor's degree in Information Technology, Business, or a related field.
+ PMP or equivalent certification
+ Proven experience managing cross-functional initiatives involving multiple teams and stakeholders
+ Strong organizational and execution discipline
+ Experience tracking risks, issues, and dependencies
+ Ability to develop and maintain detailed project plans and manage against milestones and deliverables
+ Strong communication skills with ability to engage both technical teams and business stakeholders
+ Proficiency in project management tools and reporting (e.g., MS Office, project tracking tools)
+ Ability to operate independently and drive outcomes without direct authority
**Preferred Qualifications**
+ Project or program management experience in technology or information security environments
+ Experience working in enterprise security or technology organizations
+ Exposure to vendor-managed implementations or cloud security platforms
**Work Arrangement:**
+ **Graveyard Shift** following AMER region time zone.
**Working Conditions**
+ High interaction with cross-functional teams, vendors, and stakeholders
+ Collaboration across global teams and time zones
**What We Offer:**
- Opportunities for professional development and career growth.
- A collaborative and inclusive work environment.
- The chance to work on impactful projects within a global organization.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

This role focuses on building, maintaining, and optimizing dashboards and reports that are accurate, timely, and visually effective for assigned functions. It translates business needs into
Purpose of the role
structured reporting logic, supports ad hoc analyses to validate trends, and assists in designing user-friendly wireframes. The role ensures data quality through validation and collaboration
with BI and data teams, contributes to automation efforts to enhance efficiency, and consistently applies KPI and governance standards. Additionally, it provides documentation and guidance
to stakeholders while developing technical and business expertise through ongoing learning and coaching.
**Key Accountabilities**
- Build, maintain, and optimize dashboards, reports, and visualizations for assigned functions-ensuring outputs are accurate,
timely, and aligned with visual standards
- Translate business needs into structured reporting logic with guidance; support ad hoc analysis and insights to validate trends
and support storytelling
- Assist in wireframe design, applying visual best practices and ensuring outputs meet usability goals
- Perform data validation and collaborate with data and BI teams to resolve inconsistencies or quality issues
- Support reporting automation efforts (e.g., PowerPoint refreshes, reusable templates) that increase delivery efficiency
- Apply KPI definitions and governance standards consistently across deliverables
- Provide documentation or walkthroughs for tools created, helping stakeholders understand outputs
- Grow technical and business acumen by participating in team reviews, peer learning, and regular coaching from senior team
members
**Education**
Bachelor's in Computer Science, Statistics, Data Science, Mathematics, or Information Systems, or an equivalent combination of
education and work-related experience. Business majors considered with strong technical ability.
**Experience**
2-4 years in BI or analytics, with experience in dashboard development and ad hoc analysis
**Technical Skills and Knowledge**
- Proficient in Tableau (or similar BI tool), with strong skills in dashboard creation, layout design, and interactivity
- Working knowledge of SQL for data validation, joining tables, and light ad hoc queries
- Comfortable analyzing trends, validating figures, and supporting business narrative development
- Basic understanding of semantic layers and how they support visual data structures
- Familiar with data storytelling principles and dashboard governance standards
- Exposure to Python, especially for automation use cases (e.g., generating PowerPoint decks or data-driven content updates)
- Proficiency in Tableau or similar BI tools is expected. Knowledge of PowerPoint automation (e.g., Python, scripting) is a plus
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Role Purpose**
Provides support to Regional Sales Centers in Europe in the group inquiry and support management process to drive conversion and revenue. Proactively support the delivery of proposals and quotations by cross-checking product information between hotels for all brands within IHG. Proactively grow and maximize revenue and profit opportunities in the Groups and Meetings segment and fulfilment of leads from assigned accounts
**Key Accountabilities**
+ Fulfills and, where possible, exceeds customer expectations in the conversion of their enquiries into an IHG-branded hotel with a focus on generating the best levels of revenue
+ Where first-choice property may not be available, cross-sell the customer to another IHG-branded property
+ Ensures accurate and timely capture of pertinent data into the required sales systems
+ Develops and delivers the relevant and appropriate documentation to the customer and hotel
+ Ensures the timely follow-up and pursuit of business with customers and stakeholders to drive the highest levels of conversion
+ Ensures accurate and timely communication of the status and pertinent information of potential bookings to the initiator and the recipient hotel
**Key Skills & Experiences**
+ Technical skills and Knowledge
+ Verbal and written fluency in FRENCH and English is a must.
+ Native level speaker with geographical and cultural knowledge of France.
+ Strong sense of initiative, the ability to meet deadlines, deliver on commitments, manage and complete multiple tasks and projects as required.
+ Proven ability in exceeding sales or other related targets, liaising with key stakeholders and the ability to be successful whilst working autonomously.
+ Demonstrates clear and effective verbal and written skills as well as interpersonal skill required to engage with our customers and hotel sales teams across geographies.
+ Strong problem-solving abilities, excellent organization and negotiation skills.
+ Applicants can be overseas and willing to relocate in the Philippines on their own expense.
+ Permanent mid-shift (3pm-12am or 4pm - 1am) and amenable to work-from-home.
+ Willing to process the government mandated requirements.
**Experience -**
At least one (1) year of business experience in a Call Center, Hotel Guest Relations, Sales Operations or sales support environment.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Role Purpose**
An expert in providing travel advice and solutions. A critical customer touch point for delivering on our IHG brand experience. Be a brand champion, taking pride in using every customer interaction to educate guests about our brands and products. Empowered to make creative decisions using tools and market insight that will deliver on the unique travel needs of our guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role.
**Key Accountabilities**
+ Provide an industry-leading reservation solution in English and one or more language for all contacts
+ Champion Brand Hearted behaviors by demonstrating knowledge, passion and pride.
+ Embrace the global and cultural diversity of our guest and business needs.
+ Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management despite difficulties or obstacles.
+ Build rapport with guests through active listening, maintaining an appropriate pace and using a conversational approach to deliver a warm and friendly guest experience.
+ Inspire loyalty through personalized and efficient service driven by the guest's needs.
+ Uses creativity to proactively find solutions to drive results; takes accountability and listens to ideas and feedback of others.
+ Manage time effectively (including adherence to assigned schedule, attendance, break time compliance etc.)
+ Navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience.
+ Work effectively by understanding, trusting and using tools and information appropriately.
+ Self-motivated, positive, "want-to" attitude with a willingness to take on new challenges. Actively participates in company initiatives, training and events.
+ Take ownership of personal development while aligning with team priorities and company goals.
+ Embracing change and adjusting well to evolutions in situation and task while sensitively responding and supporting others through change.
+ Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.)
+ Seek opportunities to improve individual and team performance. Help team and colleagues stay motivated and deliver on goals.
+ Support and demonstrate IHG's company values and ways of working.
+ Willingly deliver on additional tasks as assigned.
**Key Skills & Experiences**
Education : Some secondary school, high school diploma preferred but not required
Experience :
Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred.
Hotel/travel experience desired.
Technical Skills:
+ Strong customer service and sales skills, with the ability to balance sales with service;
+ Strong bilingual communication skills - listening, written, verbal.
+ Social intelligence - empathy, self-awareness, cultural sensitivity
+ Ability to customize generic information;
+ Strong web-based navigation skills;
+ Ability to embrace technological and organizational changes;
+ Embrace evolving call and contact types, adopt new tools and processes;
+ Efficient and accurate data capture
+ Ability to use tools and resources to represent the geographical needs of the caller.
+ Basic software and hardware trouble shooting.
+ Effective and efficient use of online communication tools and other systems application.
Physical Requirements:
Majority of work is performed in a normal office environment and/or remotely (work from home).
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Role Purpose**
Provides support to IHG's Sales Teams by facilitating and managing leads received through phone or email. This may involve working directly with sellers, Regional Directors, clients and hotels to enter inquiries into the system, performing follow up tasks, reviewing and collating proposals, creating cases to ensure correct revenue and acting as a liaison between clients, hotels and stakeholders. and acting as a liaison between clients, hotels and stakeholders. This role may also require light reporting and cross-functional support for additional projects and tasks.
**Key Accountabilities**
- Fulfill and where possible exceed customer expectations in the conversion of inquiries into an IHG-branded hotel with a focus on generating the best levels of revenue.
- Work with clients to identify their needs and locate IHG properties that best accommodate them
- Actively gather the necessary specifications for our hotel(s) to make a bid decision.
- Handle inquiries efficiently and accurately enter leads into the system within the prescribed response times.
- Follow up, review and collate proposals for delivery to the client.
- Ensure timely follow-ups and pursuit of business with clients, stakeholders and hotels to drive conversion.
- Where first-choice property is not available, cross-sell the client to another IHG-branded property.
- Participate in negotiations when needed.
- Document tasks and follow up actions in our system.
- Work with leads entered through external sources.
- Maintain a high level of knowledge on IHG's brands, processes and policies.
- Find optimum ways to communicate and escalate issues and opportunities to stakeholders.
- Groups & Meetings Support for AMER Accounts
**Key Metrics**
- SLA for lead entry
- SLA for proposal follow up
- Adherence to Global G&M standards and quality metrics
- Lead Conversion target
- Supporting sellers in the achievement of their revenue goals
- Client and stakeholder satisfaction
**Key Shared Accountabilities**
- Lead management
- Client, hotel and stakeholder interaction
**Key Interfaces**
- Corporate Clients and Agencies, Small Meeting Planners, Travel
Agencies
- All IHG properties, Director of Sales and Hotel Sales Departments
- Regional and Global Sales Teams
- Sales Associates (Global / AMER / EMEAA)
- GSSC, GSOE, Brand Teams, Global Sales Excellence, Sales Operations,
etc.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Build and maintain dashboards and recurring reports under the guidance of more senior team members
· Conduct data validation and help ensure metrics are consistently calculated and aligned with BI standards
· Assist with ad hoc analysis by pulling relevant data and assembling performance trends or comparisons
· Apply basic visual design principles and use pre-defined templates to support dashboard usability and clarity
· Support automation efforts by populating PowerPoint decks, refreshing templates, or using simple scripts where applicable
· Flag data quality issues, inconsistent logic, or usability gaps to more senior BI team members
· Develop foundational business knowledge and begin learning how different users interpret and act on data
· Collaborate with BI peers and data teams to clarify task requirements and understand dependencies
Experience
0-1 year; open to fresh graduates or interns with relevant coursework.
Technical Skills and Knowledge
· Basic proficiency in Tableau (or other BI platforms), including dashboard creation, formatting, and filters
· Foundational SQL knowledge for running queries and checking data accuracy (training expected on the job)
· Exposure to semantic layer concepts such as data fields, joins, and hierarchies (awareness-level understanding)
· Interest in automation and willingness to learn tools like Python for repetitive reporting tasks (optional but encouraged)
· Developing understanding of business metrics, reporting standards, and performance frameworks
· Strong attention to detail, curiosity about data, and eagerness to learn both technical and business-side BI skills
· Exposure to SQL, Tableau, Power BI, or Python is preferred. Role focuses on foundational BI skills and supporting
delivery
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Role Purpose**
Provide consultation and customer service support to hotel operators, IHG corporate employees and non-IHG partners globally. Field incoming e-mails and liaise to obtain information regarding general inquiries including but not limited to brand initiatives, channel distribution, hotel standards and operations, hotel emergency and customer service support to hotel operators. When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important deadlines. Support AMER Quality with various compliance tasks and campaigns. Implement tailored onboarding programs for new department heads or managers at IHG hotels in the Americas region.
**Key Accountabilities**
+ Receive inbound e-mails from IHG hotels, internal colleagues and non-IHG contacts across all brands and regions. Liaise Americas inquiries with the Hotel Operations Support Team in the said region. Answer questions and resolve issues globally requiring a wide range of knowledge of performance reports (STR Reports, IHG Fundamentals and other dashboards), IHG programs, promotions, revenue management systems (IHG Concerto and Property Management Systems), IHG and third-party distribution channels (direct channels, OTAs, meta search), rate and inventory management and general hotel operations.
+ Route incoming e-mails from internal IHG stakeholders, field-based employees and liaise to resolve issues requiring a wide range of knowledge of IHG programs, promotions, revenue management systems (IHG Concerto and property management system), rate and inventory management, distribution, content and general hotel operations.
+ Investigate booking and content distribution issues and other barriers to revenue generation when reported by hotels, IHG personnel, or travel industry customers. Capture trends and report issues impacting normal hotel operations based on daily contacts. Provide this data to the Operations Manager, Regional VP of Operations Support & Services, and stakeholders. Ensure all channels are fully functioning.
+ Perform electronic data management work. Update hotel profile in IHG and partner databases. Manage IHG onboarding processes for qualified hotel-based key players.
+ Collaborate with other members of the Hotel Operations Support organization to routinely review consulting efforts to ensure that all resources are up-to-date, and that each customer interaction is positively perceived and of high value to the customer.
+ Handle hotel incidents as they are reported to IHG; escalate issues to the appropriate HOS Operations Manager when necessary and ensure internal functions are aware of the issues reported.
+ Prepare Quality reports covering Guest Love, Standards, and hotel compliance tracking.
+ Monitor progress of Mandatory Improvement Plans (Quality Evaluations, Action Plans, capital improvement, and other IHG programs) covering all AMER hotels.
+ Monitor submission of various compliance certificates from AMER hotels and report trends as appropriate.
+ Distribute Compliance Letters to Owners signed on behalf of various IHG Senior Leaders.
+ Support AMER Quality team on various compliance initiatives campaigns with report building, tracking, and email distribution tasks.
+ Develop rapport with hotel operators and serve as a valuable and trusted partner, providing our hotels and partners with information and quick resolution of issues with a goal of one contact resolution.
+ Contact key hotel personnel via outbound call or e-mail campaigns to communicate important and time sensitive information from the IHG corporate office when needed.
+ Stay informed of IHG standards and initiatives through various IHG learning platforms, applying knowledge to hotel education through audits recommendations.
**Critical Expertise, Experience and Educational Attainment Required**
+ Minimum Bachelor's degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
**Experience**
+ At least 3+ year's progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations.
**Required Skills**
+ Ability to interpret available information, visualize and articulate recommendations or solutions for both basic and complex problems.
+ Self-starter with high drive for results, demonstrated excellent foresight, problem solving and time management skills
+ Ability to create and sustain high impact trusted relationships with peers, local support groups, internal and external partners.
+ Experience and knowledge of hotel operations and content standards and guidelines enabling operational excellence in driving revenue.
+ Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations
+ Demonstrated attention to detail and ability to manage multiple tasks/clients required.
+ Demonstrated knowledge of hotel systems and procedures.
+ Demonstrated ability to keep current with industry trends/changes.
+ Ability to see the bigger picture; demonstrated aptitude to learn and adapt to fast changing environment and provide insights to help drive the business.
+ Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
+ Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams. Experience in Salesforce and other cloud-based platforms is highly preferred but not required.
+ Strong technical skills in utilizing mail merge, and EmailOpen is highly preferred but not required.
+ Proficiency in Excel covering complex formulas and automation (MACROS, VBasic preferred), create and manipulate charts and pivot tables for data analysis and trend reporting.
**Physical Requirements:**
+ The team follows a hybrid work setup with **three (3) onsite days** per week at the Makati office (RCBC Tower 2).
**Shift Schedule:**
+ Comfortable working on the **graveyard shift.**
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Strategic Groups & Meetings Fulfillment**
+ Own end-to-end documentation of MICE RFPs, including complex, high-value, and project-based Groups & Meetings RFPs
+ Directly manage and fulfill assigned G&M leads with a minimum expected roomnight, aligned to regionally defined high-value opportunity thresholds.
+ Apply commercial judgment to prioritize opportunities based on value, conversion likelihood, client importance, and strategic relevance.
+ Act as the primary orchestrator between clients, hotels, and sales stakeholders, guiding bid strategy, response quality, and timelines.
+ Proactively identify and recommend cross-sell and upsell opportunities across IHG brands and destinations when first-choice options are unavailable.
+ Influence hotel engagement by providing clarity on client priorities, decision criteria, and competitive positioning.
+ Recommend bid / no-bid decisions for lower-value or low-conversion opportunities in alignment with agreed parameters.
+ Pull, analyze, and interpret G&M performance, pipeline, and conversion reports as needed to support prioritization decisions, stakeholder discussions and recommendations.
+ Support the development and continuous improvement of G&M best practices, playbooks, and process enhancements.
+ Additional support to process opportunities via 3rd party platforms relevant to regional needs.
**Sales Support & Stakeholder Advisory**
+ Serve as a subject-matter expert to Sales Leaders, Account Directors, and Key Account teams.
+ KAD Account RFP Accountability - Coordinate with KADs, hotels, and Partner teams to manage the administrative aspects of RFPs from start to finish, ensuring timely communication and updates that support contract confirmation. This includes working with RFP tools-- Cvent-transient and other 3rd party RFP vendors.
+ Participate in client and stakeholder strategy calls to provide insights, guidance, and fulfillment perspectives.
+ Preparation of reports and presentations for business reviews with Managed Accounts and NB Accounts.
+ Support the maintenance of accounts within the assigned seller's portfolio by coordinating and completing required account related documentation and system updates, ensuring accuracy, compliance and timely enablement of seller's account management activities.
+ Provide proactive updates and recommendations to sellers on opportunity risks, blockers, and optimization opportunities.
+ Contribute insights to pipeline reviews and performance optimization initiatives.
+ Create and manage lead crediting cases for clearly defined and eligible G&M opportunities, ensuring accurate revenue attribution, alignment with sales ownership and compliance with established crediting guidelines.
+ Provide indirect leadership and day-to-day work guidance to Fulfillment Executives, including task prioritization, quality assurance, and support on complex G&M cases, as required (without formal people-management accountability).
+ Act as interim or supplemental point of contact for sellers on assigned G&M or transient opportunities as required.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

**Role Purpose**
Provide customer service support to hotel operators, IHG corporate employees and non-IHG partners globally. Field incoming e-mails and liaise to obtain information regarding general inquiries including but not limited to brand initiatives, channel distribution, hotel standards and operations, hotel emergency and customer service support to hotel operators. When needed, provide outbound calls and e-mails to hotel operators to communicate important IHG information, such as operating requirements and important 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 other dashboards), IHG programs, promotions, revenue management systems (IHG Concerto and Property Management Systems), distribution channels (direct channels, OTAs, meta search engines), rate and inventory management, sales, content, and general hotel operations. Refer issues to the appropriate specialist or team and handle escalations as necessary.
+ Research and resolve booking barriers on digital distribution channels (Web, IHG App) related to content inaccuracies and payment methods.
+ Perform electronic data management work. Update hotel profiles in IHG and partner databases. Update IHG database with hotel and above property key personnel.
+ Support onboarding program for qualified hotel personnel covering Manager, Director, and Executive-level roles; setup onboarding calls, outbound email invites, and analysis of attendance progress. Setup action items for onboarding, monitor and follow-up completion as needed.
+ Load action plans on hotel consultation/educational events on behalf of IHG field Specialists.
+ Perform outbound communications campaigns via outbound call or email campaigns to communicate important and time-sensitive information from the IHG corporate office when needed.
+ Design and distribute reports covering Operations and Channel Distribution trends. Prepare reports on IHG hotel information, content API (application programming interface) among others and distribute to various third-party connectivity partners.
+ Prepare a variety of departmental reports and/or presentations, charts, presentation data, or logs as required and according to established specifications, gathering and summarizing information from various sources as requested; may create and format reports and presentation materials utilizing various spreadsheet graphics, and/or statistical software as needed.
+ Handle low level hotel incidents as they are reported to IHG; escalate issues to the appropriate Manager on Duty when necessary and ensure internal functions are aware of the issues reported.
+ At the direction of the HOS&S Manager, independently complete ad hoc projects that impact performance on revenue and support our partner teams. Complete and/or coordinate activities related to assigned special projects; assist in establishing project timetables, action steps and status updates; follow-up, as appropriate, to ensure timely execution to meet established deadlines.
**Key Metrics**
+ Review and resolve content and distribution issues across IHG and third-party booking engines and meta search platforms; escalate to internal and external contacts as appropriate. Ensure cases are updated and monitored up to resolution.
+ Review potential hotel incidents from reports received through group mailboxes or online alerts; handle minor hotel incidents and coordinate high level and sensitive cases to Manager on Duty.
+ Perform electronic data management work. Update hotel key players and corporate contacts in IHG and partner databases; modify or upload local hotel information and other hotel content fields affecting placement in third party search engines and maps.
+ Ensure prompt assignment of time-sensitive hotel cases impacting revenue, operations, and other highly sensitive incidents to appropriate specialists as they are reported to IHG.
+ Ensure timely execution of outbound communication campaigns.
+ Ensure attendance of qualified hotel personnel to their respective onboarding calls and completion of tasks as appropriate.
**Key Skills & Experiences**
**Required Skills**
+ Ability to interpret available information, visualize and articulate recommendations or solutions for both basic and complex problems.
+ Self-starter with high drive for results, demonstrated excellent foresight, problem solving and time management skills.
+ Proven ability to take initiative in finding solutions for complicated cases and use own judgment in selecting the best available option should there be problems that require immediate resolution.
+ Experience and knowledge of hotel operations and content standards and guidelines enabling operational excellence in driving revenue.
+ Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written communications to the needs and level of user. Must be able to provide clear instructions and remain composed and professional when handling emergency situations.
+ Demonstrated attention to detail and ability to manage multiple tasks/clients required.
+ Demonstrated knowledge of hotel systems and procedures.
+ Demonstrated ability to keep current with industry trends/changes.
+ Demonstrated ability to manage and prioritize multiple concurrent projects, consistently delivering high-quality deliverables with meticulous attention to detail.
+ Ability to see the bigger picture; demonstrated aptitude to learn and adapt to fast changing environment and provide insights to help drive the business.
+ Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions as required.
+ Strong technical skills in utilizing Microsoft O365 applications including but not limited to, Excel, PowerPoint, SharePoint, Teams. Experience in Salesforce and other cloud-based platforms is highly preferred but not required.
+ Strong technical skills in utilizing mail merge, and EmailOpen is highly preferred but not required.
**Qualifications**
+ Minimum Bachelor's degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
**Experience**
+ At least 3+ year's progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations.
**Work Arrangement:**
+ Hybrid set-up **with three (3) onsite days per week.** Primary office location: CRO - Manila (27th Floor, RCBC Plaza Tower 2, 6819 Ayala Avenue, cor. Sen. Gil Puyat, Makati City 1200)
+ **Graveyard Shift** following AMER region time zone.
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance - working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.