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.