Administrative & Leadership

• Manage performance evaluation, work assessment, training needs of the GCA Team, and other administrative tasks.
• Take part in the hiring process and onboard new team members, ensuring the right people are in place to deliver on the IHG Vision.
• Liaise with GCA Consultants and ensure that all training materials are documented, kept updated, and reflect the latest processes and system changes.
• Responsible for the resolution and escalation of hotel/client/sales issues for assigned teams.
• Handle timecard management, schedule compliance, and efficiency metrics.
• Handle audits, projects, and process improvement plans to adequately support initiatives for the Global Sales Strategy Team, Commercial, Distribution, and Revenue Management Team. 
• Provides coaching to team members and creates detailed & in-depth written & verbal presentations on business performance and process improvements. 
• Responsible for handling confidential information of team members and senior leadership.
• Responsible for team members' engagement, guidance on their performance, personal development plan, and creating a high-performance culture

Operational Support 

• Point of escalation for Specialists, Global Sales, and other stakeholders with concerns related to Corporate Accounts, GDS rate access codes & corresponding viewership, IHG Owners Rate, Alternate rates for IHG Business Edge, Corporate Gold, Luxury and Lifestyle. 
• Communicate goals, make decisions, perform day-to-day tasks, and manage inquiries from team members, hotels, and clients.
• Maintain close working relationships with all identified business owners and develop a strong working knowledge and expertise of their respective business functional areas. 
• Provide feedback and raise inconsistencies and errors pertaining to GRS/Concerto, HCM, Channel Mapping Tool, Javelin - Production Source, GDS, Dhisco, and Channel Mapping Tool.

Minimum of 3 to 5 years progressive work experience in the GCA team or work-related experience with demonstrated proficiency in multiple disciplines/processes related to the position. Must be knowledgeable in Global Distribution Systems (GDS), Guest Reservation System (GRS), and IHG Javelin.   Preferably has work-related experience in hotel front desk, hotel reservations, GDS, travel industry, or customer service in one or more functions related to the position. 

• Leadership - the ability to inspire and motivate team members, providing guidance and direction while fostering a positive work environment.
• Communication - effective verbal and written communication skills are crucial for conveying expectations, providing feedback, and facilitating collaboration within the team and cross-functional stakeholders.
• Strategic Thinking - the ability to see the bigger picture and align team goals with the organization’s objectives, ensuring that the team contributes meaningfully to the overall mission.
• Organization and Time Management - Skills to prioritize tasks, set goals, and manage projects efficiently to ensure that deadlines are met and team resources are used effectively.
• Critical in areas of logic, reasoning, decision making, and process linkage
• Highly competent in Microsoft Office Applications – i.e., MS Excel, MS Word, MS PowerPoint.
• Knowledgeable in areas of hotel and sales operations