Guest Service Associate - Reservations

IHG Hotels & Resorts; New Delhi; On-site; INR 279,000 - 446,000; Full time

Job summary

IHG Hotels & Resorts (Holiday Inn brand) seeks a reservations specialist to process guest and travel-agent requests, manage bookings via phone, email, website and GDS, and maintain up-to-date knowledge of rates and promotions across the regional IHG properties.

You will ensure timely, accurate input and high-quality communication, supporting smooth guest experiences and accurate amendments to reservations as needed.

Qualifications

• Should have a diploma/degree in hotel management from a recognised institute.

Responsibilities

• Maintains a regular pattern of sales calls and ensures no calls are left unanswered when received through our Automatic Call Distribution system (ACD).
• Record and process reservations made by phone/fax/email, website and GDS.
• Maintain a high level of product and service knowledge about all IHG Hotels, Restaurants and all IHG Hotels in your region.
• Maintain knowledge of special rates/ offers/ promotions.
• Maintain high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence.
• Process amendments to reservations such as extensions, early departures, etc., based on availability and strategies

Skills

Sales calls

Reservations

GDS knowledge

Customer service

Education

Hotel management diploma/degree

Tools

GDS systems

Job description

Job Overview

To process guest/agents room booking requests in line with IHG brand standard guidelines.

At Holiday Inn, we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest s experience an enjoyable one.

Duties and Responsibilities

• Maintains a regular pattern of sales calls and ensures no calls are left unanswered when received through our Automatic Call Distribution system (ACD).
• Record and process reservations made by phone/fax/email, website and GDS.
• Maintain a high level of product and service knowledge about all IHG Hotels, Restaurants and all IHG Hotels in your region.
• Maintain knowledge of special rates/ offers/ promotions.
• Maintain high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence.
• Maintain high Signature test call scores.
• Process amendments to reservations such as extensions, early departures, etc., based on availability and strategies

Qualifications and Requirements

Should have a diploma/degree in hotel management from a recognised institute.