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

InterContinental Hotels Group; Torch of Friendship (FL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Hotel discounts worldwide

Discount programs

Great team

Room to be yourself

Job summary

InterContinental Miami, part of InterContinental Hotels Group, is hiring a Front Desk Agent to greet guests and manage check-in/check-out with a focus on warmth and efficiency.

You will handle bookings, address guest needs, and provide local insights to ensure a memorable stay, while upholding safety and brand standards in a luxury environment.

Qualifications

• Proven communication skills for guest concerns and compliments.
• Strong problem-solving to turn issues into opportunities for memorable stays.
• Fluency in the local language is preferred but not essential.
• Good reading, writing and basic math with computer literacy.
• Flexibility for night, weekend and holiday shifts.
• Experience in front desk or guest service roles is desirable.
• Ability to lift, push and pull up to 50 lbs as needed.

Responsibilities

• Offer an enhanced guest experience at check-in.
• Provide a warm welcome and set the tone for a memorable stay.
• Acknowledge IHG Rewards Club members and returning guests in person or by phone.
• Handle guest bookings, upsell opportunities, and explain stay improvements.
• Process cash and credit transactions.
• Check guests in/out, collect IDs, issue keys, and manage safekeeping of valuables.
• Record guest preferences and proactively address requests and concerns.
• Serve as a trusted contact and escalate to management when needed.
• Follow safety procedures and wear required protective gear.

Skills

Communication skills

Problem-solving

Local language fluency

Literacy & tech-savvy

Flexibility (shifts)

Education (diploma)

Guest service experience

Education

High school diploma or equivalent

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.

AtInterContinental Hotels & Resorts®we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charmingby being approachable, having confidence and showing respect.
• Stay in the momentby understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorableby 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 beingONE GREAT TEAMand honored as one of theTOP WORKPLACESof South Florida by the Sun Sentinel for the ninth year.

Your day to day:

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.

• 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 are available
• access to a wide variety of discount programs
• the chance to work with a great team of people
• room to be yourself

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