Reservations Coordinator- InterContinental Boston

Do You See Yourself as a Reservation Coordinator?

Begin Your Next Chapter at InterContinental® Boston – Where Global Sophistication Meets Bostonian Charm.

At IHG Hotels & Resorts, we believe in hiring people as unique as their passions—whether you’re into gardening, hockey, or hosting karaoke nights. We celebrate individuality, and we’re looking for leaders who bring that same authentic energy and meticulous attention to detail into their careers. People who place the guest at the heart of every experience and embody the elegance and service culture of the InterContinental brand.

Hotel Overview

For over 70 years, the InterContinental® brand has defined worldly elegance and cosmopolitan sophistication. As a flagship property, InterContinental® Boston continues that tradition—named one of the Best Hotels in the World by Condé Nast Traveler and proudly recommended Forbes Four-Star and AAA Four-Diamond. Nestled along Boston’s historic waterfront, the hotel features 424 beautifully appointed guestrooms, sweeping views, a full-service spa and wellness club, globally influenced culinary offerings, and 32,000 square feet of premiere meeting and event space.

We’re inviting dynamic, charming, and globally minded professionals to help us write the next chapter in our legacy of excellence.

Position Overview

Coordinate the reservations and requests. Assist with coordinating reservations for small groups as needed. Monitor general reservations email inbox/office phone and handle related requests and changes accordingly. Monitor and balance daily guest room inventory.
Rooms Control & Hotel Inventory Management – Monitor and Balance guest room inventory in Property Management and Reservation Systems regarding current & future availability to ensure proper room types and rates are available for booking. Work closely and coordinate with Front Office, Reservations and Sales to maintain inventory systems.

• Coordinate all reservations for local negotiated and corporate business travel accounts. Duties including quoting rates, BT and Consortia reservations, arranging billing/payment, changing/adjusting existing reservations, upgrading guests, overselling as needed, adding reservation notes to provide relevant data, and coordinating with other departments as needed to provide important reservation information as specified in contract.
  Monitor the InterContinental Boston Reservations general email inbox and Reservations Office phone. Respond to guest requests and questions in a timely and professional manner.
  Confirm commission payments daily. Investigate any travel agent requests regarding unpaid commissions and send relevant documentation to the accounting department for payment processing.
  Run daily reports such as Cancellations, No-Shows, Arrivals, Reservations Made Yesterday, and others.
  Review transient reservations for accuracy. Update notes, comments, and alerts to ensure proper departmental notification. Ensure Payment and Routing are properly set up for billing accuracy.
  Maintain positive working relationships with corporate clients, VIP, frequent guests and colleagues.
  Review and Maintain 3rd Party Reservations (Expedia, Booking.com, Hotwire, etc.) for accuracy. Ensure correct guest count, rate and payment method. Monitor related 3rd Party extranets/websites for guest questions/comments/feedback and update the reservations and respond accordingly. Follow up with 3rd Party regarding any payment or billing concerns.
  Assist Group Reservations with small groups/events.
  Prepare for assigned group’s arrival, prepare group history, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system. 
  Process assigned group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly.
  Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
  Provide and maintain reports and records of assigned groups during stay and after departure and follow up on any group inquiries.
  Monitor and Utilize Passkey Group Reservation Tool and other as appropriate.
  Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
  Attend pre-meeting planning meetings or conferences as needed or requested.
  Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  Promote teamwork and quality service through daily communications and coordination with other departments.
  Perform other duties as assigned.
   

Ideal Candidate Profile

Required Skills & Experience

Associate degree and one year of experience as a front desk agent, reservations coordinator or relevant field of work, or an equivalent combination of education and experience. Must speak fluent English.

This job requires ability to perform the following:
•    Speak and listening usually while sitting
•    Use a keyboard to type in reservation information
•    Location: On-site

Other:
•    Proper communications skills are used significantly when interacting with clients, guests and team members.
•    Reading and writing abilities are needed to review and process contracts, guest reservations and daily reports.
•    Basic mathematical skills are used.
•    Knowledge of Outlook and Word are required. Knowledge of Opera PMS is preferred.
•    May be required to work nights, weekends, and/or holidays.
 

What We Offer

Hourly Rate: $28.93

At InterContinental Boston, we recognize that our team members are the heart of our success. That’s why we offer a competitive compensation and benefits package designed to support your well-being and career growth, including:

Medical, dental, vision, disability, and life insurance

Flexible spending accounts

Matching 401(k) retirement plan

Paid time off and wellness programs

Exclusive IHG hotel discounts worldwide

Access to a wide variety of discounts and perks

A collaborative and inspiring team environment

Most importantly, at IHG, we celebrate who you are. We create an environment where you have the freedom to be yourself, grow, and thrive.

At IHG Hotels & Resorts, we are committed to fostering a diverse and inclusive workplace where everyone is valued, respected, and empowered to succeed.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.
We believe that diversity drives innovation, creativity, and excellence—and we welcome individuals from all backgrounds to bring their unique talents to our team.

Ready to embark on a career where you can thrive? Apply today and be part of something extraordinary.