Key Accountabilities Act as the first point of contact and respond to hotel teams with their operational needs and inquiries which are typically related to tools and resources that help drive a hotel’s performance which includes but not limit to: Initiatives, Brand Standards, Applications, etc. Provide hotels the solutions to the issues within the standard time frame and ensure the problems and issues are resolved to the satisfaction of our hotel colleagues  When needed, escalate the inquiries to the respective functional teams/vendors/global support teams. Actively follow through to ensure hotels receive the solution within the agreed time frame. Capture information related to any hotel inquires, track response time and time required to resolve the issues to ensure hotels are supported in a timely manner. Collate common and repeat issues reported from hotels, and feedback to functional team for enhancement made to tools, programs and work process. Key Skills & Experiences Experience – 3 or more years of operations experience at corporate or at hotels Required Skills – Familiar with hotel operations    Display an understanding of IHG systems, processes and terminology, include but not limited to Commercial, Revenue, Rooms, Guest Experience, Loyalty, etc