Cluster Reservations Executive

Job Description

Sure! Here's a professional Job Description for a Cluster Reservation Executive at IHG – Holiday Inn Express , tailored to reflect the IHG brand standards and Holiday Inn Express's service style: Job Title: Cluster Reservation Executive Department: Reservations Location: Cluster Role (Multiple Holiday Inn Express Properties) Reports To: Cluster Revenue Manager / Reservations Manager Brand: IHG – Holiday Inn Express Job Purpose: To efficiently manage the reservations function across multiple Holiday Inn Express hotels in the cluster, ensuring maximum revenue generation, seamless guest booking experience, and accurate data entry while adhering to IHG’s brand standards and reservation SOPs. Key Responsibilities: Reservation Management: Handle individual, group, and corporate reservations across the assigned cluster of hotels. Respond promptly to guest and client enquiries via phone, email, and third-party platforms. Ensure accurate recording of all reservation details in the OASIS (Opera/Concerto). Monitor daily reservations and ensure availability is optimized based on forecast and occupancy levels. Coordinate with sales, front office, and revenue teams to manage room inventory. Revenue & Rate Optimization: Support revenue management by upselling premium room categories and promoting value-added packages. Ensure rate parity across all booking channels (IHG.com, OTAs, GDS, etc.). Follow IHG’s Best Price Guarantee guidelines and rate setup procedures. Assist in implementing promotions and packages under direction from the Revenue Manager. Customer Experience: Deliver exceptional guest service in line with Holiday Inn Express's brand values – Smart, Simple, Spot On . Manage guest preferences, loyalty member recognition, and special requests. Handle complaints or booking issues proactively and escalate when necessary. Reporting & Compliance: Maintain accurate records of bookings, cancellations, and no-shows. Prepare daily/weekly/monthly reservation reports and communicate key trends. Ensure adherence to IHG data privacy policies and GDPR requirements. Key Skills & Competencies: Excellent communication and interpersonal skills Strong organizational and multitasking abilities Knowledge of OASIS , Concerto, and reservation portals (IHG Merlin, OTAs) Understanding of revenue management principles Attention to detail with a focus on accuracy Customer-centric mindset Qualification & Experience: Minimum 1–3 years of experience in a hotel reservation or front office role (preferably in a cluster setup) Prior experience in an IHG property or with Holiday Inn Express brand is an advantage Bachelor's degree in Hotel Management or related field preferred What We Offer: 5-day working week Duty meals provided Access to IHG Learning & Development tools Opportunity to grow within IHG’s global network IHG employee benefits & discount programs 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.