InterContinental Hotels Group

Job Overview

Do you see yourself as a Group Services Manager? What's your passion? Whether you're into sports, shopping, or just reading a good book, 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.

As a Group Services Manager, you will play a critical role in supporting the Sales and Events departments through the efficient management of group room blocks, inventory control, and revenue optimization. This position requires collaboration with departments such as Revenue and Front Office, and a dedication to client service and operational excellence.

Duties and Responsibilities

Group Room block management

• Champion and expert user of Passkey group room block software.
• Process all group reservations in Passkey and Opera, ensuring accuracy in guest details, billing, and special preferences.
• Create customized online booking links and communicate effectively with clients.
• Coordinate with Front Office and Housekeeping to manage group arrivals and logistics.
• Participate in resume meetings, pick-up reviews, and pre-conference meetings.
• Address guest requests and manage trace reviews in Opera.

Revenue Generation

• Maintain the Opera OXI interface and support sell-out/walk strategies in collaboration with Revenue and Front Desk teams.
• Monitor Nor1 and upsell tools to identify and act on revenue opportunities.
• Analyze and balance room type availability to optimize overall revenue performance.
• Manage out-of-order/service rooms and showroom inventory.

Inventory Control

• Assign room inventory to contracted room types and track cut-off dates.
• Strategically balance and allocate room types based on hotel demand and availability.
• Assign rooms for long-stay reservations and airline crew blocks.
• Oversee suite and connecting room usage, and coordinate with Front Desk and Guest Relations on daily arrival reviews.

Administrative & Client Support

• Act as a client point of contact in the absence of management.
• Answer incoming calls to the Sales department and assist with ongoing departmental projects.
• Deliver high-quality customer service with strong attention to detail.

Requirements

• Prior experience in hospitality or guest services strongly preferred.
• Proficiency in Opera, Passkey, Salesforce, and Delphi (preferred).
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent organizational, multitasking, and communication skills.
• Flexible availability to meet the needs of group arrivals and events.

What You’ll Gain (Benefits & compensation)

• Competitive annual salary: $68k – 72.5k (New York City rate)
• Complimentary employee meals
• Complimentary dry cleaning (business attire)
• IHG employee & friends/family discount program
• Professional development and growth opportunities
• A culture that values your input, promotes your development, and empowers you to Inspire Incredible.

Who we are

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Important information:

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.