Job Information
IHG Agent Reservations (190222) in India
Job Summary
The Reservation Associate is responsible for handling guest booking requests, ensuring accurate reservations, and delivering excellent customer service. This role plays a key part in maximizing room revenue and enhancing the guest experience from the first interaction.
Key Responsibilities
Handle all reservation inquiries via phone, email, and online platforms
Process room bookings accurately in the reservation system
Provide detailed information about room types, rates, packages, and hotel facilities
Upsell rooms and promote special offers to maximize revenue
Coordinate with Front Office and Sales teams for group bookings and special requests
Maintain updated records of reservations and guest profiles
Handle cancellations, amendments, and no-shows as per hotel policy
Ensure all bookings are entered correctly and confirmations are sent promptly
Respond to guest queries in a professional and timely manner
Monitor room availability and assist in inventory management
Skills & Competencies
Excellent communication and interpersonal skills
Strong attention to detail and accuracy
Customer-focused approach
Ability to multitask and work under pressure
Basic computer knowledge (PMS systems like Opera, IDS, etc.)
Sales and upselling skills
Qualifications & Experience
Graduate or Diploma in Hospitality Management preferred
1–3 years of experience in reservations or front office (freshers can also apply)
Knowledge of hotel booking systems is an advantage
Working Conditions
Flexible to work in shifts, including weekends and holidays
Office-based role within the hotel environment
Key Performance Indicators (KPIs)
Reservation accuracy rate
Conversion rate of inquiries to bookings
Upselling revenue contribution
Guest satisfaction scores (pre-arrival experience)
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At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.