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IHG

Global hotel company

Cluster Reservation Associate

Hotel Guest ServicesConfirmed live in the last 24 hours
Full-timeIndiaNo salary listedIn-person

About the Job

Requirements

  • Basic to good knowledge of hotel reservation operations and understanding of FIT, corporate, group, and online travel agency reservations.
  • Working knowledge of property management systems, central reservation systems, Concerto, and online travel agency extranets.
  • Good verbal and written communication skills.
  • Strong attention to detail and booking accuracy.
  • Basic understanding of hotel inventory and room availability.
  • Good email-handling and reporting skills.
  • Strong time-management and organizational skills.
  • Ability to work in a team-oriented environment and under pressure during high-occupancy periods.
  • Willingness to learn new systems, processes, and operational procedures.
  • Must adhere to assigned shifts, attendance, and punctuality requirements.
  • Must maintain confidentiality of guest information and commercial booking details.
  • Must obtain approval from the authorized Assistant Reservation Manager or Reservation Manager for activities requiring management authorization.

Responsibilities

  • Process FIT, corporate, LNR, group, promotional, and online travel agency reservations accurately; create new reservations, amendments, extensions, and cancellations in designated reservation systems.
  • Verify booking details, including guest names, arrival and departure dates, room types, rates, meal plans, and payment instructions; ensure reservations contain accurate booking comments and reflect special requests, VIP details, billing instructions, and guest preferences.
  • Share booking confirmations with guests where applicable, monitor reservation queues, and action pending bookings within defined turnaround times.
  • Identify duplicate or incorrect bookings and discrepancies, report them to the reporting manager, and maintain documentation and supporting records for reservation activities.
  • Process reservations in accordance with approved rate structures and authorization guidelines.
  • Handle incoming reservation calls and respond to guest inquiries through email and other designated channels, providing accurate information on room availability, rates, hotel facilities, policies, and reservation terms.
  • Review missed calls and complete callbacks within prescribed timelines; ensure guest queries and emails are attended to, maintain call records, follow call-handling standards, and transfer calls according to the defined standard operating procedure.
  • Escalate unresolved guest concerns and booking-related issues to the reporting manager.
  • Monitor and process reservations from Booking.com, Expedia, MakeMyTrip, Agoda, Trip.com, Hotelbeds, and other applicable distribution channels; verify them against property management system and central reservation system records.
  • Monitor booking modifications, cancellations, and no-show updates; follow approved cancellation and no-show procedures and update information in the relevant systems.
  • Coordinate with the Front Office team to resolve reservation discrepancies and clarifications; monitor payment instructions, virtual credit cards, and collection arrangements, escalating payment discrepancies and online travel agency commercial issues.
  • Use property management systems, central reservation systems, Concerto, OXI, Holidex, online travel agency extranets, and other designated reservation platforms; keep reservation information accurate across systems and monitor room availability and inventory discrepancies.
  • Review assigned reservation and inventory comparison reports; identify negative inventory, overbooking risks, and synchronization issues, and promptly report system connectivity problems.
  • Complete system-related tasks within prescribed timelines, follow system-access and authorization guidelines, and do not modify rates, restrictions, inventory, or booking controls without required authorization.
  • Extract and review assigned daily reservation reports and prepare and circulate them in the prescribed format and timelines. Monitor Reservation Made Reports; Cancellation and No-Show Reports; Expedia Cancellation Reports; Booking.com Reservation Reports; Reservation and Inventory Comparison Reports; Housekeeping and Forecast Reports; OXI and Inventory Reports; Remade Reservation Reports; and D-1 Reservation Reconciliation.
  • Highlight discrepancies and pending actions to the reporting manager, maintain records of completed activities and follow-ups, and support month-end reservation reconciliation and other assigned reporting activities.
  • Process bookings only against approved rates and applicable authorization; verify payment instructions and guarantee details; identify incorrect rates, missing payment details, and booking discrepancies.
  • Ensure reservations are not modified or cancelled without required authorization; follow procedures for contracted, corporate, LNR, and group bookings; escalate potential revenue leakage, duplicate bookings, incorrect rate applications, and inventory discrepancies.
  • Do not make unauthorized commitments or commercial confirmations to guests or business partners.
  • Follow approved departmental standard operating procedures and operational guidelines; ensure reservation records are complete and accurate and that booking comments, documentation, checklists, and reports are maintained and completed on time.
  • Follow prescribed procedures for cancellations, amendments, no-shows, and reservation transfers; support internal audits by providing required reservation documentation; immediately highlight process deviations and operational gaps.
  • Participate in departmental briefings, training sessions, and knowledge-sharing activities, and implement process-related instructions communicated by the reporting manager.
  • Coordinate with hotel Front Office, Sales, Revenue, Finance, and other relevant departments, as well as external distribution partners, on reservation matters.
  • Follow up on pending reservation queries until closure, communicate escalations to the appropriate reporting manager, coordinate with colleagues to support shift operations, and provide complete shift handovers covering pending emails, callbacks, reservations, and unresolved cases.
  • Take ownership of assigned hotel portfolios and daily responsibilities, complete tasks within defined timelines, support colleagues during peak periods and operational exigencies, and maintain professional conduct, discipline, and accountability.
  • Participate in cross-training and operational development initiatives and support business continuity during manpower shortages, high occupancy, and critical operational situations.
  • Meet performance expectations for reservation processing accuracy; booking creation and amendment turnaround; call handling and missed-call closure; guest query and email response times; reservation conversion and service quality; online travel agency accuracy and discrepancy resolution; cancellation and no-show processing; report accuracy and submission; inventory discrepancy identification and escalation; system data accuracy; standard operating procedure compliance; timely task completion; quality of handovers and pending-action closure; coordination with hotel teams; and attendance, punctuality, and shift schedules.
  • Execute assigned reservation activities accurately and on time, process routine reservation transactions within approved standard operating procedures and system access, and promptly escalate critical discrepancies, revenue risks, and system issues.
  • Ensure pending issues are communicated and handed over properly; remain accountable for the accuracy, completeness, and timely execution of assigned tasks.

About the Company

IHG

Global hotel company

IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

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