Operator PBX- InterContinental Boston

Job Overview

The Instant Service Center Agent is responsible for responding to in-house guest calls promptly, professionally, and in alignment with established service standards and scripts. This role plays a critical part in ensuring guest satisfaction through effective communication, accurate information sharing, and timely service coordination.

Key Duties and Responsibilities

· Guest Communication & Call Handling Respond to incoming calls within established timeframes, addressing guest requests in a courteous and professional manner. Follow approved scripts and procedures, dispatch required services, and ensure all calls are properly logged. Conduct follow-up communication to confirm resolution and guest satisfaction.

· Information & Support Provide guests with accurate information regarding hotel services and amenities, local directions, and emergency, safety, and security procedures.

· Issue Escalation Communicate unresolved or elevated guest concerns to management for additional follow-up or monitoring.

· Interdepartmental Coordination Promote effective teamwork by maintaining open, consistent communication with other hotel departments to ensure seamless service delivery.

· Independent Judgement & Initiative Demonstrate the ability to manage daily responsibilities with minimal supervision, taking initiative to address challenges and improve service quality.

· Professional Representation Uphold hotel standards by maintaining a positive, professional demeanor and appearance at all times.

· Sustainability Practices Follow all environmental and sustainability initiatives aligned with IHG and InterContinental Boston programs.

· Additional Responsibilities Perform other duties as assigned that align with the scope, purpose, and operational needs of the position.

· Values & Culture Consistently promote and model company values in all interactions and daily responsibilities.

Qualifications and Requirements

· Basic reading and writing skills, plus a minimum of six months of experience as a phone or switchboard operator.

· Fluency in English is required; additional language proficiency is preferred.

Physical and Operational Requirements

· Ability to speak clearly, listen effectively, and use a keyboard to type or route messages—typically while seated.

· Frequent use of communication skills when interacting with guests and colleagues.

· Regular use of reading and writing abilities for maintaining logs, records, and message documentation.

· Availability to work morning and evenings, weekends, and holidays as required by operational needs.

What We Offer

Hourly Rate: $31.23

At InterContinental Boston, we believe our people are our finest ingredient. We offer a comprehensive compensation and benefits package, including:

Medical, dental, vision, life, and disability insurance

Flexible spending accounts

Matching 401(k) retirement plan

Paid time off and wellness initiatives

Complimentary employee meals and dry cleaning

Global IHG hotel discounts and access to exclusive perks

A culture rooted in respect, creativity, and professional growth

Most importantly, we offer the room to be yourself. At IHG, we value authenticity, celebrate diversity, and encourage you to bring your full self to every shift.

IHG is an Equal Opportunity Employer. We are committed to fostering a workplace that reflects the diversity of the world around us and where everyone has a voice. All qualified applicants will receive consideration for employment without regard to race, gender, religion, national origin, sexual orientation, disability, or protected veteran status. 

Please Note: Because the workspace is small and shared by several other agents, it’s important for operators to maintain an appropriate speaking volume and use a controlled, professional tone. This helps ensure a comfortable and productive environment for everyone.