Reservations Coordinator- InterContinental Boston

IHG • Boston, MA

9h • Onsite

About The Position

Reservations Coordinator ~ InterContinental Boston

Do you see yourself as a Reservations Coordinator?  What's your passion? Whether
you're into sky diving, dining outdoors, or dog walking, 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.

For over 70 years, the InterContinental® Brand has been writing the story of
international travel and showing guests the InterContinental Life through
personalized service, memorable, one-of-a-kind experiences and global etiquette.
Shaped by decades of international know-how and local insights, our passion for
luxury travel spans cultures and customs; inspiring us to create warm and
sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace
every opportunity to give our guests a personal and enriching experience. As the
world's largest family of luxury hotels, we all take great pride in being
genuine ambassadors of the InterContinental® brand. If you'd like to embrace a
wider world of experiences and opportunities, we'd like to welcome you to the
world's most international luxury hotel brand.

Hotel Overview:

InterContinental® Boston is a landmark of luxury; top rated on Trip Advisor for
Boston hotels, named a ‘Top Place to Work’ by The Boston Globe, rated as one of
the ‘Best Hotels in the World' by Condé Nast Traveler magazine and featuring a
Forbes Four-Star, 4 Diamond AAA rated hotel experience. The property overlooks
Boston's historic waterfront, 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. We are looking for passionate people who are
charming, confident and internationally minded to ensure we continue the story
of making great things happen at InterContinental® Boston.

Requirements

• 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.
• Speak and listening usually while sitting
• Use a keyboard to type in reservation information
• Location: On-site
• 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.
• May be required to work nights, weekends, and/or holidays.

Nice To Haves

• Knowledge of Opera PMS is preferred.

Responsibilities

• Monitor and balance guest room inventory.
• Coordinate the reservations and requests for business travel and transient accounts.
• Assist with coordinating reservations for small groups as needed.
• Monitor general reservations email inbox/office phone and handle related requests and changes accordingly.
• 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.

Benefits

• We offer a competitive financial and benefits package which includes medical, dental, vision, disability and life insurance support, and a matching 401k plan.
• We offer complimentary dry cleaning and employee meals.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree