Cluster Reservation Associate_HIEX Gurugram Sector 50

Your Day-to-Day

Managing Guest Reservations & Inquiries

• Handle reservations via phone, email, and online platforms.
• Provide accurate details on room categories, availability, rates, and promotions.
• Assist with modifications, cancellations, and special requests.
• Upsell packages and promote IHG One Rewards enrolments.
• Manage waitlists to optimize room allocation.

Coordination with FO & Revenue Teams

• Ensure reservation details are updated in the system.
• Coordinate with Front Office to fulfil guest requests.
• Support Revenue Team by monitoring occupancies and adjusting reservations as needed.

Ensuring Accuracy & Guest Satisfaction

• Verify booking details, payment methods, and guest preferences.
• Manage changes, extensions, early departures, and no-shows per policy.
• Address guest queries professionally and encourage repeat business.

Teamwork & Communication

• Promote the Holiday Inn Express One Team Approach.
• Support supervisors with workforce planning.
• Help achieve departmental targets and KPIs.

Guest Experience Standards

• Respond to guest inquiries as per brand standards.
• Handle complaints or escalate appropriately.
• Manage VIP and repeat guest preferences.

Responsible Business Practices

• Follow OH&S policies for a safe workplace.
• Understand hotel safety, emergency & first-aid procedures.
• Support corporate responsibility initiatives.

What We Need from You

• Diploma / Vocational Certificate in Hotel Management or Business Administration.
• 0–1 year experience in Reservations / Front Office; industrial training accepted.
• Strong communication skills and a guest-centric mindset.
• Detail-oriented with good coordination skills.

How You Deliver This

You embody IHG’s promise of True Hospitality, demonstrated through:

True Attitude – Caring & genuine service.

True Confidence – Expertise that builds guest trust.

True Listening – Understanding guest needs.

True Responsiveness – Delivering timely, thoughtful help.

About IHG – Holiday Inn Express

At Holiday Inn Express, we’re all about travel that’s simple and smart.
Easy check-in. Comfy rooms. Great sleep. Everything our guests need, nothing they don’t.

IHG® Hotels & Resorts is one of the world’s leading hotel companies, with brands loved globally—and a strong culture built on True Hospitality for Good.

Benefits We Offer 

We reward your hard work with competitive benefits:

• Duty Meals
• 8 Week Offs Per Month
• IHG Room Rates & F&B Discounts – Worldwide
• Medical Insurance (Including Family)
• IHG University – Global Learning & Training Access
• Career Growth Across IHG Portfolio Hotels
• Supportive, Inclusive & People-First Work Culture