Cluster Reservations Executive

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:

Department: Reservations
Location: Cluster Role (Multiple Holiday Inn Express Properties)
Reports To: Cluster Revenue Manager / Reservations Manager
Brand: IHG – Holiday Inn Express

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.

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.

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.

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.

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.

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

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

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