Coordinator, Ruby Operations
Ubicación: Filipinas, Makati City
Dirección: 2 - CRO Manila, 27ª planta, Torre Dos, RCBC Plaza, 6819 Ayala Avenue esquina Gil Puyat Avenue, MAKATI CITY, 1200
Job number: 168528
Role Purpose:
Provide prompt, efficient, and high-quality reservations and guest support services to Ruby Hotels, ensuring a seamless and consistent experience for both internal and external customers. Adhere to established standard operating procedures (SOP) and service level agreements (SLA) set by Ruby Operations 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 Ruby 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 the Americas Hotel Operations Support & Services, as assigned by the Manager, to support continuous improvement and evolving business needs.
Key Accountabilities:
- Execute daily Ruby Operations and both pre- and post-stay transactions with accuracy and efficiency, including but not limited to mailbox management, processing of individual guest reservations (e.g., Expedia Rate Correction, Loyalty Routing, room assignment updates for flow-through rooms), processing group block reservations and updating of sales 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 Ruby Hotels.
- Initiate outbound hotel 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 promptly.
- Work cross-functionally with internal teams and partner Ruby 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, Ruby Support Team, 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 the Ruby Support Team, Instant Service Center (ISC) 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.
Critical Expertise, Experience, and Knowledge:
- Demonstrate clear, concise, and succinct communication skills, including adapting both verbal and written English communications to the needs and level of the user. Must be able to provide clear instructions and remain composed and professional when handling urgent situations.
- Experience as a Customer Support Representative is an advantage but not required.
- Experience with OPERA (PMS), GRS, Tool, or other reservation booking systems is a plus.
- Adaptable to shifting work schedules, weekend and/or holiday shifts to support the 24/7 operations of our Ruby Hotels.
- Demonstrated ability to keep current with industry trends/changes.
- Demonstrated attention to detail and ability to manage multiple tasks/clients as required.
- Demonstrated aptitude to learn and adapt to a fast-changing environment and modify plans as needed.
- Utilization of a contact management system with an ability to clearly document scenarios, case details, and any time-sensitive follow-up notes and actions as required.
- Demonstrate knowledge and experience with MS Office products.
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 reservations in the Hospitality or Service industry.
Physical Requirements:
- The role will follow a hybrid work setup. Work is typically performed in a normal office environment, with an opportunity to work from home on certain days as agreed upon with the team.
- Readiness for 24/7 shifts and operations.
- Flexible and willing to work on rotating schedules, including Regular Day Shifts and Graveyard Shifts.
Quiénes somos
En IHG Hotels & Resorts, trabajamos juntos para ofrecer una verdadera hospitalidad para el bien a escala global. Con oficinas corporativas y más de 6.000 destinos hoteleros en todo el mundo, una carrera en IHG es la manera perfecta de ampliar sus horizontes. Experimentarás nuestra cultura única y nuestros brillantes colegas que te apoyarán e inspirarán. Con una gran cantidad de oportunidades corporativas para elegir, dondequiera que se encuentre en su trayectoria profesional y lo que sea que desee lograr, hay espacio para usted en IHG.
En los últimos años, transformamos nuestra compañía. Tenemos ambiciones audaces para impulsar el rendimiento y mantener nuestro enfoque incansable en el crecimiento para ser la compañía hotelera preferida por los huéspedes y propietarios.
Somos una compañía hotelera en esencia y valoramos las conexiones, y estar juntos nos ayuda a fomentar un sentido de pertenencia único que también respalda la productividad. Es por eso que aquí en IHG brindamos a nuestros colegas flexibilidad y equilibrio: trabajando de manera híbrida, combinando el trabajo en la oficina y el trabajo remoto de manera colectiva. Reconocemos que cada rol es diferente, por eso los líderes trabajan con equipos para determinar cómo y cuándo colaboran.
Ofrecemos una amplia gama de beneficios diseñados para ayudarlo a vivir su mejor vida laboral. Estos incluyen impresionantes descuentos en habitaciones en nuestras numerosas propiedades, días de recarga y días de voluntariado durante todo el año. A través de nuestro marco myWellbeing, nos comprometemos a apoyar el bienestar en su salud, estilo de vida y lugar de trabajo. Ofrecemos una cultura única e inclusiva, donde siempre hay espacio para que usted pertenezca, crezca y haga la diferencia.
Nuestra misión es dar la bienvenida a todos y crear equipos inclusivos donde celebremos la diferencia y alentemos a los colegas a traer todo su ser al trabajo. IHG Hotels & Resorts ofrece igualdad de oportunidades de empleo a solicitantes y empleados sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, condición de veterano protegido, discapacidad o cualquier otra categoría protegida por las leyes aplicables. Promovemos una cultura de confianza, apoyo y aceptación. Siempre dando la bienvenida a diferentes orígenes, experiencias y perspectivas.
¿No cumples con todos los requisitos, pero aún crees que serías una gran opción para el trabajo? Nunca lo sabremos a menos que pulses el botón "Aplicar". Comience su viaje con nosotros hoy mismo.
