Group Services Manager - InterContinental New York Barclay

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.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?