Front Desk Agent (Full-Time) - InterContinental Miami Downtown

IHG Hotels; Florida; On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Hourly pay

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Hotel discounts

Job summary

The InterContinental Miami is seeking a Front Desk/Guest Services agent to warmly welcome guests, check them in and out, and handle IDs and room keys. You’ll be the first and last friendly face, guiding guests to a memorable stay while upholding the InterContinental brand standards.

You will manage bookings, spot opportunities to enhance stays, answer questions, resolve issues, and coordinate with team members and management as needed.

Qualifications

• Strong communication and problem-solving skills.
• Able to communicate clearly with guests and team members.
• Flexibility to work nights, weekends and holidays.
• Literate with basic math, reading, writing and computer skills.
• High school diploma or equivalent; college degree a bonus.

Responsibilities

• Greet guests and check them in and out, handling IDs and keys.
• Manage guest bookings and upsell opportunities.
• Address guest questions and concerns and resolve issues promptly.
• Maintain safety procedures and professional appearance.

Skills

Communication skills

Problem-solving

Fluency in local language

Flexibility

Tech-savvy

High school diploma

Education

High school diploma

College degree (bonus)

Job description

About us

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. 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. At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to: Be charming by being approachable, having confidence and showing respect. Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done. Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special. A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM and honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel for the ninth year.

Your day to day

• Offer an enhanced experience to every guest upon checking in.
• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests' needs - record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day's schedule
• Jump into other ad-hoc duties when your colleagues need your help

What we need from you

• Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job
• You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally you'll have spent at least one year in a front desk or guest service position
• Strength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

What we offer

• The hourly pay range for this role is $19.00
• paid time off
• medical/dental/vision insurance
• 401(k)
• many other benefits to eligible employees
• hotel discounts worldwide
• access to a wide variety of discount programs
• the chance to work with a great team of people
• Most importantly, we'll give you the room to be yourself

IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.