1. **Reservation** **Operations** **&** **Booking** **Management** 2. ProcessFIT,corporate,LNR,group,promotionalandOTAreservationsaccurately. 3. Createnewreservations,amendments,extensionsandcancellationsinthedesignatedreservationsystems. 4. Verify booking details, including guest names, arrival and departure dates, room types, rates, meal plans and payment instructions. 5. Ensureallreservationscontainaccurateandrelevantbookingcomments. 6. Verifyspecialrequests,VIPdetails,billinginstructionsandguestpreferences. 7. Ensurebookingconfirmationsaresharedwithguestswhereverapplicable. 8. Monitorreservationqueuesandensurependingbookingsareactionedwithindefinedturnaroundtimes. 9. Identifyduplicatebookings,incorrectreservationsanddiscrepanciesandreportthemtothereportingmanager. 10. Ensureallreservationsareprocessedinaccordancewithapprovedratestructuresandauthorizationguidelines. 11. Maintainproperdocumentationandsupportingrecordsforreservation-relatedactivities. 1. **Call** **&** **Email** **Management** 2. Handleincomingreservationcallsprofessionallyandefficiently. 3. Respondtoguestinquiriesreceivedthroughemailandotherdesignatedcommunicationchannels. 4. Provideaccurateinformationregardingroomavailability,rates,hotelfacilities,policiesandreservationterms. 5. Ensuremissedcallsarereviewedandcallbacksarecompletedwithintheprescribedtimelines. 6. Maintainpropercommunicationetiquetteandfollowestablishedcall-handlingstandards. 7. Ensurenoguestqueryoremailremainsunattended. 8. Escalateunresolvedguestconcernsandbooking-relatedissuestothereportingmanager. 9. Maintainpropercallrecordsandfollowtheprescribedcall-handlingprocess. 10. EnsurecallsaretransferredtotheappropriatedepartmentonlyinaccordancewiththedefinedSOP. 1. **OTA** **&** **Distribution** **Channel** **Management** 2. Monitor and process reservations received through Booking.com, Expedia, MakeMyTrip, Agoda, Trip.com, Hotelbeds and other applicable distribution channels. 3. VerifyOTAreservationsagainstthePMSandCRSrecords. 4. Monitorbookingmodifications,cancellationsandno-show-relatedupdates. 5. EnsureOTAreservationdiscrepanciesareidentifiedandreportedpromptly. 6. FollowtheapprovedSOPforBooking.comandExpediacancellationsandno-showhandling. 7. CoordinatewiththeFrontOfficeteamforreservation-relateddiscrepanciesandclarification. 8. Ensurecancellationandno-showinformationisupdatedintherespectivesystemsaspertheapprovedprocess. 9. Monitorpaymentinstructions,virtualcreditcardsandapplicablecollectionarrangements. 10. Escalatepayment-relateddiscrepanciesandOTAcommercialissuestothereportingmanager. 11. EnsureallOTA-relatedactivitieshavethenecessarysupportingdocumentation. 1. **Systems** **&** **Inventory** **Monitoring** 2. WorkefficientlyonPMS,CRS,Concerto,OXI,Holidex,OTAextranetsandotherdesignatedreservationplatforms. 3. Ensurereservationinformationisaccuratelyupdatedacrossapplicablesystems. 4. Monitorroomavailabilityandidentifyinventorydiscrepancies. 5. Reviewreservationandinventorycomparisonreportsasassigned. 6. Identifynegativeinventory,overbookingrisksandsynchronizationissues. 7. ReportPMS,CRS,ConcertoandOTAconnectivityissuesimmediately. 8. Ensureallassignedsystem-relatedtasksarecompletedwithintheprescribedtimelines. 9. Followapprovedsystemaccessandauthorizationguidelines. 10. Nevermodifyrates,restrictions,inventoryorbooking-relatedcontrolswithouttherequiredauthorization. 1. **Daily** **Reporting** **&** **Reconciliation** 2. Extractandreviewassigneddailyreservationreports. 3. Prepareandcirculatereportswithintheprescribedtimelines. 4. Monitorandreviewthefollowingreports,asassigned: 5.



Reservation Made Reports; Cancellation and No-Show Reports; Expedia Cancellation Reports; Booking.com Reservation Reports; Reservation and Inventory Comparison Reports; H&F; (Housekeeping & Forecast) Reports; OXI and InventoryReports; Remade Reservation Reports; and D-1 Reservation Reconciliation. 6. Highlightdiscrepanciesandpendingactionstothereportingmanager. 7. Maintainaccuraterecordsofcompletedactivitiesandpendingfollow-ups. 8. Ensurereportsaresharedintheprescribedformatwithoutunauthorizedmodifications. 9. Supportmonth-endreservationreconciliationandotherassignedreportingactivities. 1. **Revenue** **Protection** **&** **Reservation** **Controls** 2. Ensurebookingsareprocessedonlyagainstapprovedratesandapplicableauthorization. 3. Verifyapplicablepaymentinstructionsandguaranteedetails. 4. Identifyincorrectrates,missingpaymentdetailsandbookingdiscrepancies. 5. Ensurereservationsarenotmodifiedorcancelledwithoutappropriateauthorizationwhereverrequired. 6. Followapprovedproceduresforcontracted,corporate,LNRandgroupbookings. 7. Escalatepotentialrevenueleakage,duplicatebookings,incorrectrateapplicationandinventorydiscrepancies. 8. Ensurenounauthorizedcommitmentsorcommercialconfirmationsaremadetoguestsorbusinesspartners. + Maintainconfidentialityofguestinformationandcommercialbookingdetails. 1. **SOP,** **Audit** **&** **Quality** **Compliance** 2. StrictlyfollowallapproveddepartmentalSOPsandoperationalguidelines. 3. Ensurereservationrecordscontaincompleteandaccurateinformation. 4. Maintainproperbookingcomments,documentationandsupportingrecords. 5. Followtheprescribedprocessforcancellations,amendments,no-showsandreservationtransfers. 6. Ensureallassignedchecklistsandreportsarecompletedwithinthedefinedtimelines. 7. Supportinternalauditsandproviderequiredreservation-relateddocumentation. 8. Immediatelyhighlightprocessdeviationsandoperationalgaps. 9. Participateindepartmentalbriefings,trainingsessionsandknowledge-sharingactivities. 10. Implementprocess-relatedinstructionscommunicatedbythereportingmanager. 1. **Coordination** **&** **Stakeholder** **Management** 2. Coordinate with hotel Front Office, Sales, Revenue, Finance and other relevant departments for reservation-related matters. 3. Maintainprofessionalcommunicationwithhotelteamsandexternaldistributionpartners. 4. Coordinate with the Front Office team for booking discrepancies, guest requests, payment clarifications and no-show investigations. 5. Followuponpendingreservation-relatedqueriesuntilclosure. 6. Ensureallescalationsarecommunicatedtotheappropriatereportingmanager. 7. Maintaineffectivecoordinationwithcolleaguestoensuresmoothshiftoperations. 8. Ensurepropershifthandovers,includingpendingemails,callbacks,reservationsandunresolvedcases. 1. **Teamwork** **&** **Operational** **Responsibilities** 2. Demonstrateownershipofassignedhotelportfoliosanddailyresponsibilities. 3. Ensurepunctuality,shiftadherenceandattendanceaspertheapprovedroster. 4. Completeassignedtaskswithinthedefinedtimelines. 5. Supportcolleaguesduringpeakbusinessperiodsandoperationalexigencies. 6. Maintainprofessionalconduct,disciplineandaccountability. 7. Ensureproperhandoverofpendingactivitiesbeforetheendofeachshift. 8. Participateincross-trainingandoperationaldevelopmentinitiatives. 9. Supportbusinesscontinuityduringmanpowershortages,highoccupancyandcriticaloperationalsituations. 1. **Key** **Performance** **Indicators** **(KPIs)** 2.



Reservationprocessingaccuracy. 3. Bookingcreationandamendmentturnaroundtime. 4. Callhandlingandmissed-callclosure. 5. Guestqueryandemailresponseturnaroundtime. 6. Reservationconversionandservicequality. 7. OTAreservationaccuracyanddiscrepancyresolution. 8. Cancellationandno-showprocessingaccuracy. 9. Dailyreportingaccuracyandtimelysubmission. 10. Inventorydiscrepancyidentificationandescalation. + PMS,CRSandConcertodataaccuracy. + CompliancewithreservationSOPs. + Timelycompletionofassignedtasks. + Qualityofshifthandoversandpending-actionclosure. + Coordinationandcommunicationwithhotelteams. + Adherencetoattendance,punctualityandshiftschedules. 1. **Authority** **&** **Accountability** 2. Responsibleforaccurateexecutionofassignedreservationactivities. 3. AuthorizedtoprocessroutinereservationtransactionswithinapprovedSOPsandassignedsystemaccess. 4. Must obtain approval from the authorized Assistant Reservation Manager / Reservation Manager for activities requiring management authorization. 5. Not authorized to independently approve rate changes, commercial deviations, contractual rates, special inventory arrangements or unauthorized booking commitments. 6. Responsibleforimmediatelyescalatingcriticalreservationdiscrepancies,revenuerisksandsystem-relatedissues. 7. Accountablefortheaccuracy,completenessandtimelyexecutionofallassignedtasks. 8. Mustensurethatnopendingissueisleftunattendedwithoutpropercommunicationandhandover. 1. **Core** **Competencies** **&** **Skills** 2. Basictogoodknowledgeofhotelreservationoperations. 3. UnderstandingofFIT,corporate,groupandOTAreservations. 4. WorkingknowledgeofPMS,CRS,ConcertoandOTAextranets. 5. Goodverbalandwrittencommunicationskills. 6. Strongattentiontodetailandbookingaccuracy. 7. Basicunderstandingofhotelinventoryandroomavailability. 8. Goodemailhandlingandreportingskills. 9. Abilitytoworkinateam-orientedenvironment. 10. Strongtime-managementandorganizationalskills. 11. Willingnesstolearnnewsystems,processesandoperationalprocedures. 12. Abilitytoworkunderpressureduringhigh-occupancyperiods. 1. **Overall** **Role** **Expectation** 2. The Reservation Associate is responsible for the accurate and timely execution of assigned reservation activities across the hotel portfolio. The role requires solid operational ownership, attention to detail, adherence to SOPs, effective communication and coordination with hotel teams. 3. The Reservation Associate must ensure that all assigned activities are completed within defined timelines, discrepancies are promptly highlighted, and pending matters are properly followed up and handed over. 4. **What we offer** + 5-day work week + On-duty meals + Medical insurance (as applicable) + Learning & development opportunities + Employee stay and F&B; discount across IHG hotels (as applicable) + Global Internal Transfer Mobility: Available after 18 months at the current IHG property, subject to eligibility and NOC approval. 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.

📌 Cluster Reservation Associate - Holiday Inn Express Portfolio, Gurugram Sector 50 (India)
🏢 IHG
📍 India