Front Office Lead: Group Reservations & VIP Guest Services

Kimpton; Florida; On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Hotel discounts

Paid time off

Medical/dental/vision insurance

401(k) plan

Job summary

InterContinental Miami in Downtown Miami seeks a Front Office Room Controller to coordinate reservations, room blocks, and contracts for large groups. Maintain group blocks, enter and manage rooming lists and reservations in the system; check-in/check-out guests professionally.

Responsibilities include handling deposits, refunds, VIP bookings, and communicating with guests via email and extranets while ensuring smooth arrivals and accurate billing.

Qualifications

• High school diploma or equivalent and one year of experience as a reservationist, front desk agent, or relevant field of work.

Responsibilities

• Answer phones in a prompt and courteous manner, including incoming reservation calls.
• Assist with FIT/Wholesale reservations; Handle airline crew reservations daily.
• Assign rooms for IHG One Platinum and Diamond members.
• Maintain group blocks; audit turnovers and manage rooming lists and bookings.
• Respond to guests via email and third-party extranets; Expedia/Booking.com.
• Process deposits on future reservations and contact guests for invalid cards.
• Handle refunds or postings of cancelled reservations.
• Review arrival summaries to ensure IHG One Rewards and VIP reservations are set up.
• Prepare for group arrivals with history, deposits, and VIP info; record group rooms/revenue.
• Enter/modify group blocks to reflect inventory, stay dates, and policies.

Skills

Fluent English

Job description

InterContinental Miami in Downtown Miami seeks a Front Office Room Controller to coordinate reservations, room blocks, and contracts for large groups. Maintain group blocks, enter and manage rooming lists and reservations in the system; check-in/check-out guests professionally.

Responsibilities include handling deposits, refunds, VIP bookings, and communicating with guests via email and extranets while ensuring smooth arrivals and accurate billing.