Hybrid Reservations & Guest Experience Lead

IHG; Philippines; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

IHG, serving Ruby Hotels in the Philippines, seeks a Reservations and Guest Support Specialist to ensure prompt, high-quality service for internal and external guests. You will follow SOPs and SLA targets while supporting revenue optimization and owner returns through effective reservations handling.

You will collaborate with hotel partners and internal teams to streamline processes, participate in special projects, and adapt to a 24/7 operations environment in a hybrid work setup.

Qualifications

• Bachelor's degree in Hotel Management, Business, Education, or a relevant field.
• At least 1 year of progressive work-related experience in customer service or reservations in Hospitality or Service industry.
• Strong English communication skills, both written and verbal.
• Familiarity with OPERA (PMS), GRS, Tool, or other reservation booking systems.
• Adaptable to shifting work schedules, including 24/7 operations.
• Ability to document scenarios and time-sensitive follow-ups clearly.

Responsibilities

• Execute daily Ruby Operations and reservations tasks with accuracy and efficiency, including mailbox management and group block reservations.
• Process VCC entries, sales rooming lists updates, and system navigation.
• Coordinate with Ruby Hotels and internal teams to streamline workflows and ensure service excellence.
• Escalate new or complex tasks promptly to management.
• Collaborate cross-functionally to improve processes and support continuous efficiency.
• Identify and report system issues to minimize service disruption.

Skills

English communication

Customer service

MS Office

OPERA PMS

GRS

Teamwork

Adaptability

Education

Bachelor's degree in Hotel Management or related field

Tools

OPERA PMS

GRS

Reservation systems

Job description

IHG, serving Ruby Hotels in the Philippines, seeks a Reservations and Guest Support Specialist to ensure prompt, high-quality service for internal and external guests. You will follow SOPs and SLA targets while supporting revenue optimization and owner returns through effective reservations handling.

You will collaborate with hotel partners and internal teams to streamline processes, participate in special projects, and adapt to a 24/7 operations environment in a hybrid work setup.