Cluster Reservations Manager _ HIEX Gurugram Sector 50

The Cluster Reservation Manager will be responsible for overseeing and managing the entire reservations function across 12 Holiday Inn Express SAMHI Portfolio. This role focuses on maximizing revenue, ensuring consistent reservation standards, and delivering an efficient booking experience for all guests.

• Manage reservation operations for all 12 hotels in the SAMHI portfolio.
• Ensure accurate room inventory, rate setup, and channel availability.
• Coordinate with Revenue, Sales, and Front Office teams to optimize occupancy and ADR.
• Monitor booking pace, forecast trends, and support revenue strategy implementation.

• Lead and mentor the cluster reservations team.
• Provide regular training on IHG systems, reservation processes, and customer service.
• Ensure SLA compliance and performance standards are consistently met.

• Maintain high-quality customer service for all reservation inquiries.
• Support VIP, group and corporate bookings with accuracy and professionalism.
• Handle escalations and ensure guest preferences are captured correctly.

• Work efficiently on IHG systems.
• Ensure compliance with IHG policies, GDPR & data privacy standards.
• Maintain updated SOPs and reservation procedures.

• Prepare daily/weekly/monthly pickup and reservation reports.
• Coordinate with Revenue, Sales & Finance for rate loading, promotions, audits, and budgeting.
• Maintain reservation accuracy and support corporate audits.

• Hotel Management graduate preferred.
• 4–6 years of hotel reservation experience; cluster experience is an advantage.
• Strong knowledge of IHG systems and OTA channels.
• Excellent communication, analytical and leadership skills.
• Ability to manage multi-property operations effectively.

• Revenue awareness
• Leadership & team management
• Attention to detail
• Guest-first approach
• Time & task management
• Problem-solving

Holiday Inn Express – SAMHI Portfolio offers:
✓ Duty Meals
✓ 5-Day Working
✓ IHG Room Rate Discounts (Global)
✓ IHG F&B Discounts
✓ IHG Learning Hub training & certifications ✓ Growth opportunities across the IHG network

Interested candidates can share their updated CV at:
??hr@hiexpress.co.in

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