Cluster Reservation Associate

About the Role

The Reservation Associate is responsible for the accurate and timely execution of assigned reservation activities across the hotel portfolio. The role requires strong operational ownership, attention to detail, adherence to SOPs, effective communication and coordination with hotel teams. 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.

Key Responsibilities

• Reservation Operations & Booking Management

• Process FIT, corporate, LNR, group, promotional and OTA reservations accurately.

• Create new reservations, amendments, extensions and cancellations in designated reservation systems.

• Verify booking details, including guest names, arrival and departure dates, room types, rates, meal plans and payment instructions.

• Ensure all reservations contain accurate and relevant booking comments.

• Verify special requests, VIP details, billing instructions and guest preferences.

• Ensure booking confirmations are shared with guests wherever applicable.

• Monitor reservation queues and ensure pending bookings are actioned within defined turnaround times.

• Identify duplicate bookings, incorrect reservations and discrepancies and report them to the reporting manager.

• Ensure all reservations are processed in accordance with approved rate structures and authorization guidelines.

• Maintain proper documentation and supporting records for reservation-related activities.

• Call & Email Management

• Handle incoming reservation calls professionally and efficiently.

• Respond to guest inquiries received through email and other designated communication channels.

• Provide accurate information regarding room availability, rates, hotel facilities, policies and reservation terms.

• Ensure missed calls are reviewed and callbacks are completed within the prescribed timelines.

• Maintain proper communication etiquette and follow established call-handling standards.

• Ensure no guest query or email remains unattended.

• Escalate unresolved guest concerns and booking-related issues to the reporting manager.

• Maintain proper call records and follow the prescribed call-handling process.

• Ensure calls are transferred to the appropriate department only in accordance with the defined SOP.

• OTA & Distribution Channel Management

• Monitor and process reservations received through Booking.com, Expedia, MakeMyTrip, Agoda, Trip.com, Hotelbeds and other applicable distribution channels.

• Verify OTA reservations against the PMS and CRS records.

• Monitor booking modifications, cancellations and no-show-related updates.

• Ensure OTA reservation discrepancies are identified and reported promptly.

• Follow the approved SOP for Booking.com and Expedia cancellations and no-show handling.

• Coordinate with the Front Office team for reservation-related discrepancies and clarification.

• Ensure cancellation and no-show information is updated in the respective systems as per the approved process.

• Monitor payment instructions, virtual credit cards and applicable collection arrangements.

• Escalate payment-related discrepancies and OTA commercial issues to the reporting manager.

• Ensure all OTA-related activities have the necessary supporting documentation.

• Systems & Inventory Monitoring

• Work efficiently on PMS, CRS, Concerto, OXI, Holidex, OTA extranets and other designated reservation platforms.

• Ensure reservation information is accurately updated across applicable systems.

• Monitor room availability and identify inventory discrepancies.

• Review reservation and inventory comparison reports as assigned.

• Identify negative inventory, overbooking risks and synchronization issues.

• Report PMS, CRS, Concerto and OTA connectivity issues immediately.

• Ensure all assigned system-related tasks are completed within the prescribed timelines.

• Follow approved system access and authorization guidelines.

• Never modify rates, restrictions, inventory or booking-related controls without the required authorization.

• Daily Reporting & Reconciliation

• Extract and review assigned daily reservation reports.

• Prepare and circulate reports within the prescribed timelines.

• Monitor and review the following reports, as assigned: 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 Inventory Reports; Remade Reservation Reports; and D-1 Reservation Reconciliation.

• Highlight discrepancies and pending actions to the reporting manager.

• Maintain accurate records of completed activities and pending follow-ups.

• Ensure reports are shared in the prescribed format without unauthorized modifications.

• Support month-end reservation reconciliation and other assigned reporting activities.

• Revenue Protection & Reservation Controls

• Ensure bookings are processed only against approved rates and applicable authorization.

• Verify applicable payment instructions and guarantee details.

• Identify incorrect rates, missing payment details and booking discrepancies.

• Ensure reservations are not modified or cancelled without appropriate authorization wherever required.

• Follow approved procedures for contracted, corporate, LNR and group bookings.

• Escalate potential revenue leakage, duplicate bookings, incorrect rate application and inventory discrepancies.

• Ensure no unauthorized commitments or commercial confirmations are made to guests or business partners.

• Maintain confidentiality of guest information and commercial booking details.

• SOP, Audit & Quality Compliance

• Strictly follow all approved departmental SOPs and operational guidelines.

• Ensure reservation records contain complete and accurate information.

• Maintain proper booking comments, documentation and supporting records.

• Follow the prescribed process for cancellations, amendments, no-shows and reservation transfers.

• Ensure all assigned checklists and reports are completed within the defined timelines.

• Support internal audits and provide required reservation-related documentation.

• Immediately highlight process deviations and operational gaps.

• Participate in departmental briefings, training sessions and knowledge-sharing activities.

• Implement process-related instructions communicated by the reporting manager.

• Coordination & Stakeholder Management

• Coordinate with hotel Front Office, Sales, Revenue, Finance and other relevant departments for reservation-related matters.

• Maintain professional communication with hotel teams and external distribution partners.

• Coordinate with the Front Office team for booking discrepancies, guest requests, payment clarifications and no-show investigations.

• Follow up on pending reservation-related queries until closure.

• Ensure all escalations are communicated to the appropriate reporting manager.

• Maintain effective coordination with colleagues to ensure smooth shift operations.

• Ensure proper shift handovers, including pending emails, callbacks, reservations and unresolved cases.

• Teamwork & Operational Responsibilities

• Demonstrate ownership of assigned hotel portfolios and daily responsibilities.

• Ensure punctuality, shift adherence and attendance as per the approved roster.

• Complete assigned tasks within the defined timelines.

• Support colleagues during peak business periods and operational exigencies.

• Maintain professional conduct, discipline and accountability.

• Ensure proper handover of pending activities before the end of each shift.

• Participate in cross-training and operational development initiatives.

• Support business continuity during manpower shortages, high occupancy and critical operational situations.

Key Performance Indicators (KPIs)

• Reservation processing accuracy.
• Booking creation and amendment turnaround time.
• Call handling and missed-call closure.
• Guest query and email response turnaround time.
• Reservation conversion and service quality.
• OTA reservation accuracy and discrepancy resolution.
• Cancellation and no-show processing accuracy.
• Daily reporting accuracy and timely submission.
• Inventory discrepancy identification and escalation.
• PMS, CRS and Concerto data accuracy.
• Compliance with reservation SOPs.
• Timely completion of assigned tasks.
• Quality of shift handovers and pending-action closure.
• Coordination and communication with hotel teams.
• Adherence to attendance, punctuality and shift schedules.

Authority & Accountability

• Responsible for accurate execution of assigned reservation activities.
• Authorized to process routine reservation transactions within approved SOPs and assigned system access.
• Must obtain approval from the authorized Assistant Reservation Manager / Reservation Manager for activities requiring management authorization.
• Not authorized to independently approve rate changes, commercial deviations, contractual rates, special inventory arrangements or unauthorized booking commitments.
• Responsible for immediately escalating critical reservation discrepancies, revenue risks and system-related issues.
• Accountable for the accuracy, completeness and timely execution of all assigned tasks.
• Must ensure that no pending issue is left unattended without proper communication and handover.

Core Competencies & Skills

• Basic to good knowledge of hotel reservation operations.
• Understanding of FIT, corporate, group and OTA reservations.
• Working knowledge of PMS, CRS, Concerto and OTA extranets.
• Good verbal and written communication skills.
• Strong attention to detail and booking accuracy.
• Basic understanding of hotel inventory and room availability.
• Good email handling and reporting skills.
• Ability to work in a team-oriented environment.
• Strong time-management and organizational skills.
• Willingness to learn new systems, processes and operational procedures.
• Ability to work under pressure during high-occupancy periods.

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.