IHG Rooms Manager - InterContinental Boston in Boston, Massachusetts02133


Do you see yourself as

a Rooms Manager ?

When you’re a part of

IHG, you’re more than your job title. And that’s what we love – the individual

talents, interests and dreams that make you who you are. Join us and we won’t

expect you to conform to any stereotype – because we know that a team with

different perspectives and passions can only make us stronger.


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.


The Rooms Manager reports

to the Executive Assistant Manager and oversees the Front Office, Guest Services

and Reservations Departments. This consists of: Director and Assistant

Director of Front Office, Front Office Managers and Assistant Managers,

Reservations Manager, Front Desk Supervisors, Concierges, Reservations and Front

Desk Agents, Front Office and Guest Services Interns, and Uniformed Services. In

addition, the Rooms Manager is a business liaison between the third party vendors of the hotel;

Gift, Spa and Valet Parking. The Rooms

Manager works closely with Guest Relations, Finance/Accounting, Revenue

Management, Sales and Marketing, Catering/Conference Services, Food and Beverage, Housekeeping, and

Maintenance team.


The Rooms Manager is a top room’s

division position in a large full-service, luxury, hotel with an extensive

range of facilities and services, demanding competitive pressures, and providing impeccable service to a large

number of VIP and key guests. The Rooms Manager directly and

indirectly leads a large number of Front Office and Reservations colleagues

including but not limited to managers, supervisors, front desk agents,

bell-persons, doorpersons, reservationists, concierge representatives, Instant

Service (PBX), etc.; ensuring optimum performance, superior guest service, and

maximum profitability. The Rooms Manager leads the day-to-day activities of

the responsible departments, communicate objectives and schedule/assign work

and ensure the colleagues are properly trained in addition to having the tools

and equipment needed to effectively perform their job functions. All the while maintaining consistent quality service, and operating standards as established by the

InterContinental Brand and Forbes Travel Guide.


  • Oversee Front Office and Reservations departments, schedule, plan, and assign work, and develop andcommunicate departmental strategies and goals. Communicate and enforce policies andprocedures.

  • In collaboration withHuman Resources and Executive Leadership team, lead departmentalEmployee & Labor Relations: hiring, performance appraisals, coachand counseling, training, disciplinary actions. Resulting in developing,maintaining and improving employee relationships via effective communication,performance management, processing grievances and/or disputes as well as fairlyand consistently applying policies and standard operating procedures.

  • Engage in positiveEmployee Relations to increase morale, productivity, guests and colleaguesatisfaction.

  • Establish and implementprocedures to ensure guests receive prompt, professional attention and personalrecognition. Ensure guests are greetedupon arrival. Respond appropriately toguest complaints in a timely manner. Establish andimplement appropriate service recovery guidelines in order to ensure totalguest satisfaction.

  • Uphold Service andFacility Standards in accordance with the InterContinental Brand and ForbesTravel Guide to ensure hotel maintains consistency of Four Star service levels.

  • Ensure all colleagues areproperly trained and have the tools and equipment needed to effectively carryout their job functions.

  • Assist in managing and maximizing hotelrevenue generation through full utilization of companysystems, business processes and specifications. Review and approve/deny alldiscount and rebate requests.

  • Schedule and regularlyconduct routine inspections of the front office and public areas and guestrooms and corridors to ensure the appearance and cleanliness of such areasreflects highly on the hotel, brand, and Company. Develop action plans to correct deficiencies.

  • Ensure that guestsatisfaction data is analyzed, plans are developed and implemented toachieve established goals in accordance with our annual Winning Metrics asapplicable.

  • Achieve budgetedrevenues, control labor costs and expenses, and maximize profitability withinall areas of responsibility. Participatein the preparation of the annual departmental operating budget and financialplans which support the overall objectives of the hotel.

  • Prepare and submitstatistical, performance, and forecast analyses and reports as required.

  • Maintain procedures forsecurity of monies, credit and financial transactions, guest security, andinventory control. Check billinginstructions and guest credit for compliance with hotel credit policy.

  • Establish par levels forsupplies and equipment. Authorizerequisitions to replenish shortages and other business supplies for dailybusiness.

  • Communicate toappropriate departments all pertinent information related to the expectedarrival and departure of VIP’s and other key guests, or other special guestneeds.

  • Ensure training andprocedures are in place for Instant Service Department (PBX) to serve as acentral communications point during emergency/crisis situations and maintain and develop relationships with local fire, police, and emergency personnel.

  • Promote teamwork andquality service through daily communication and coordination with otherdepartments.Key departmental contactsinclude Guest Relations, Finance/Accounting, Revenue Management, Sales andMarketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

  • Review and utilize historicaldata of Rooms Division operations to ensure successful present and futuredepartmental operations.

  • Participate and contribute inpre- and post-conferences meetings.

  • Actively attend departmentaland operational meetings to accurately execute Rooms Division operation.

  • Interact with outside contacts:

  • Guests – to ensure their total satisfaction

  • Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.

  • Regulatory agencies – regarding safety and compliance matters

  • Other contacts as needed (Professional organizations, community groups, local media)

  • May serve as “Manager on Duty” as required.Perform any other duties and responsibilities as assigned by the Executive Assistant manager and other members of the Executive Leadership team.



  • Fouryears or more of experience in leadership role of directing large full-service luxury hotel or resort rooms division/guest service operations

  • Ableto communicate written and spoken English

  • Possessstrong leadership competencies – Be Brandhearted, Think Ahead, ChampionChange, Lead People, Develop People, Drive Results and WorkCollaboratively

  • Ableto multitask, be detail oriented, and communicate effectively

  • Communicationskills are utilized a significant amount of time when interacting withothers; demonstrated ability to interact with customers, colleagues andthird parties that reflects highly on the hotel, the brand and theCompany.

  • Readingand writing abilities are utilized often when completing paperwork andmanagement reports, interpreting results, giving and receivinginstructions, and training.

  • Mathematicalskills, including basic math, budgeting, profit/loss concepts,percentages, and variances are utilized frequently.

  • Problemsolving, reasoning, motivating, organizational and training abilities areused often.

  • Mustbe able to work a flexible schedule that will accommodate the achievementof all business goals and directives. May be required to work on worknights, weekends, and/or holidays

  • Abilityto perform the following: carrying or lifting items up to 50 pounds,moving about the work areas, handling objects, bending, stooping, pushingand kneeling

  • Computerproficiency is required. Must possess knowledge and experience withMicrosoft Office systems, TimeSaver, Opera, HotSOS, GoConcierge, Percipia,Adaco.


  • Prioroperational leadership experience within the luxury brand hotel segment isstrongly preferred.

  • Priorexperience in a unionized hotel setting is preferred.

In return we'll give you a competitive financial

and benefits package which include IHG’s comprehensive array of benefits

including medical, dental, vision, disability, and life insurance, flexible

spending accounts, matching 401(k), and paid time off.

Hotel discounts worldwide are available as well

as access to a wide variety of discount schemes and the chance to work with a

great team of people. Most importantly, we're ready to welcome all of you.

So whoever you are, whatever you love doing,

bring your passion to IHG and we’ll make sure you’ll have room to be yourself.

What’s more, because your career will be as unique as you are, we’ll give you

all the tailored support you need to make a great start, be involved and grow.

IHG is an equal opportunity employer: Minorities

/ Females / Disabled / Veteran.

Job: Hotel General Management

Location: MA-Boston

Requisition ID: BOS001001