Coordinator, Ruby Operations

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.

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?

Who we are

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.

Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.