Job Description

Purpose of the role

Provide prompt, efficient, and high-quality reservation and guest support services to partnered IHG Company‑Managed hotels, ensuring a seamless and consistent experience for both internal and external customers. Adhere to established scripts, service level agreements (SLAs), and operational standards set by the Instant Service Center (ISC) and IHG. Support IHG’s business objectives by contributing to revenue optimization, guest experience, and owner returns through effective handling of property reservations and guest service–related requests for assigned hotels. Collaborate with hotel partners and internal stakeholders to ensure service excellence and operational efficiency. Participate in special projects and initiatives within the scope of Americas Hotel Operations Support & Services, as assigned by the Manager, to support continuous improvement and evolving business needs.

Key Accountabilities

• Execute daily transactional tasks with accuracy and efficiency, including but not limited to mailbox management, phone support, processing individual guest reservations, processing group and sales block rooming lists, virtual credit card (VCC) entry and charging using corporate systems, data entry, reservation verification, system navigation, and file maintenance.
• Complete assigned hotel reservations-related operational tasks in accordance with agreed‑upon timelines and service level expectations, ensuring consistent and reliable support for partnered properties.
• Initiate outbound customer contact as needed to address questions, clarify reservation details, or resolve assigned work, maintaining a consistent, professional, and customer‑focused approach.
• Escalate new, unusual, or complex tasks to management in a timely manner.
• Work cross‑functionally with internal teams and partner hotels to streamline processes, improve workflows, and support continuous operational efficiency.
• Proactively identify and report any issues related to systems and/or tools, promptly notifying management and appropriate support teams to minimize service disruption.
• Communicate outstanding requests, service gaps, or operational concerns to Corporate Leaders and/or hotel management that may require additional monitoring or follow‑up. Escalate process inaccuracies, system issues, or equipment malfunctions to the appropriate management and support groups.
• Foster teamwork and service excellence through regular collaboration with Instant Service Center colleagues and key contacts within enrolled hotel departments.
• Perform additional duties and participate in special tasks or projects as assigned, in support of operational and business objectives.
  

Key Skills & Experiences

Education:

• Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience:

• At least 1 year of progressive work-related experience with demonstrated proficiency in customer service and/or reservation in the Hospitality or Service industry.

Technical Skills and Knowledge:

• Demonstrated clear, concise, and succinct communication skills, including adapting both verbal and written English communications to the needs and level of user.
• Must be able to provide clear instructions and remain composed and professional when handling emergency situations.
• Experience as customer support representative is an advantage
• Experience with Opera or reservation booking systems is a plus
• Adaptable to shifting schedule, weekend and/or holiday shifts to support the 24/7 operations of the Instant Service Center
• Demonstrated ability to keep current with industry trends/changes
• Demonstrated attention to detail and ability to manage multiple tasks/clients required
• Demonstrated aptitude to learn and adapt to fast changing environment and modify plans as needed.
• Utilization of a contact management system with an ability to clearly document call details and any timely follow-up notes and actions required.
• Demonstrated experience with MS Office products

Physical Requirements:

• Work is typically performed in a normal office environment ( full onsite role). Readiness for 24/7 shift and operations.

Note: The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. Details in this document are not intended to be all responsibilities or qualifications of the job.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?