Job Description

ABOUT THE ROLE

At Holiday Inn Express, we are committed to delivering simple, smart travel experiences while driving strong commercial performance across our hotels. The Senior Reservations Manager – Cluster plays a critical role in optimizing reservations operations, inventory management, and revenue opportunities across a portfolio of hotels.

Based at the Portfolio Office in Gurgaon, this position will oversee reservations strategy and operations for a cluster of hotels, ensuring effective inventory control, process compliance, team leadership, and contribution to overall revenue performance.

WHAT IS THE JOB?

The Senior Reservations Manager will be responsible for leading the cluster reservations function and ensuring maximum revenue generation through efficient reservation management and inventory optimization.

• Key Responsibilities
  Lead and manage the reservations function for a cluster of hotels, ensuring service excellence and operational efficiency.
  Oversee room inventory management, allocation strategies, and reservation controls to maximize occupancy and revenue.
  Drive reservation performance through proactive monitoring of booking trends, pace reports, and demand patterns.
  Collaborate closely with Revenue Managers, General Managers, and Commercial teams to support pricing and distribution strategies.
  Ensure adherence to inventory control processes, rate loading accuracy, and reservation policies across all hotels.
  Monitor key performance indicators including conversion rates, booking pace, forecast accuracy, and channel productivity.
  Lead, mentor, and develop the reservations team, ensuring high levels of engagement and productivity.
  Conduct regular audits of reservations processes to maintain accuracy and compliance.
  Support hotel openings, transitions, system implementations, and commercial projects as required.
  Prepare and present analytical reports, performance reviews, and recommendations to cluster leadership.
  YOUR DAY-TO-DAY
  Review occupancy, booking pace, and inventory availability across the cluster.
  Monitor reservation trends and identify opportunities to enhance revenue performance.
  Manage escalations and resolve complex reservation-related issues.
  Coach and guide reservation teams to achieve departmental objectives.
  Analyze market demand and competitor activity to support commercial decision-making.
  Ensure seamless communication between hotels, reservations, revenue, and sales teams.
  Drive process improvements and operational efficiencies within the reservations function.
  
  WHAT WE NEED FROM YOU
  
  Experience & Qualifications
  
  Minimum 7–10 years of experience in Reservations within the hospitality industry.
  At least 3–5 years of experience leading a reservations team in a hotel cluster or multi-property environment.
  Strong understanding of reservation systems, inventory controls, distribution channels, and revenue management principles.
  Experience managing multiple hotels or a large reservations operation is highly preferred.
  Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
  
  Skills & Competencies
  
  Advanced analytical and reporting capabilities.
  Excellent leadership and people management skills.
  Strong communication and stakeholder management abilities.
  Ability to influence cross-functional teams and drive results.
  Proficiency in hotel PMS, CRS, and revenue management systems.
  Strong problem-solving and decision-making skills.
  High attention to detail and process orientation.
  
  What We Offer
  
  5-day work week
• On-duty meals
• Medical insurance & ESIC (as applicable)
• Learning & development opportunities
• Employee stay and F&B discount across IHG hotels (as applicable)
• Global Internal transfer mobility within IHG (optional, subject to eligibility & NOC)