IHG Reservations Coordinator - InterContinental Boston in Boston, Massachusetts02133


Do you see yourself as a Reservations Agent/Coordinator ?

What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.


InterContinental® Boston is a landmark of luxury overlooking Boston's historic waterfront, named one of the ‘Best Hotels in the World' by Condé Nast Traveler magazine. Featuring 424 luxurious ultra-modern accommodations with distinctive style and breathtaking waterfront or downtown city views, a full service spa and fitness club, 32,000 square feet of premier meeting and event space, and an array of restaurants and bars influenced by a variety of international flavors. All of these features paired with our impeccable service has made InterContinental® Boston the city's most captivating Forbes Travel Guide Four-Star, 4 Diamond AAA rated hotel experience.


This important position handles all requests for guest room reservations, changes, and cancellations in accordance with established standards, and responds to and provides information on hotel services, local attractions, and travel directions. You will book guest reservations for individuals and/or groups that are requested by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservation system; process reservations from the sales, reservation centers or travel agencies/wholesalers. The agent will designate and apply appropriate travel agency commissions and up-sell rooms where possible to utilize yield management strategies to ensure a full house whenever possible. You will suggest alternate dates for sold-out periods while processing cancellations, revisions and information updates on changes; guest reservations and requests for other hotels within the IHG reservations system. The agent will provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested and stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. You may complete daily logs according to established procedures.


  • Book guest reservations for individuals and/orgroups that are requested either by phone or from within the hotel inaccordance with established standards and scripts using the hotel’sreservations system; process reservations from the sales, reservationscenters or travel agencies/wholesalers.Designate and apply appropriate travel agency commissions.

  • Up-sell rooms where possible according toestablished procedures to maximize hotel average room rate; utilize yieldmanagement strategies to ensure a full house whenever possible. Suggest alternate dates for sold-outperiods.

  • Process cancellations, revisions andinformation updates on changes; process guest reservation requests forother hotels within the reservations system.

  • Provide accurate information about the cityand the surrounding attractions when asked by guests; mail hotel-specificinformation sheets and brochures to guests as requested.

  • Stay abreast of current rates, rate changesand all promotions; assist in rooms forecasting. Complete daily logs according toestablished procedures.

  • Respondappropriately to guest complaints.Make appropriate service recovery gestures according to establishedguidelines in order to ensure total guest satisfaction. Communicate anyoutstanding guest requests or issues to management that may requireadditional monitoring or follow-up.

  • Promote team work and quality service throughdaily communications and coordination with other departments. Notify sales of any group bookings.

  • Mayassist with other duties as assigned such running daily reports, e.g. thecancellation, booking, or arrival reports.


Requirements include basic reading, writing, and math skills. It also requires speaking and listening usually while sitting, as well as utilization of a keyboard to type in reservation information. Prior experience as a reservationist or Front Desk Agent is preferred. You may be required to work nights, weekends, and/or holidays.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.

Job: Hotel General Management

Location: MA-Boston

Requisition ID: R133761