Front Office Learning & Quality Specialist (Full-Time) | InterContinental Downtown Miami

IHG Hotels & Resorts; Miami (FL); On-site; USD 22,730 - 32,373; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Hotel discounts worldwide

Job summary

A leading hotel chain located in Miami, FL is seeking a Front Office Learning & Quality Specialist to supervise staff and develop training programs for front office operations. The ideal candidate will have a high school diploma, 3+ years of front office experience, and strong communication skills. Responsibilities include staff training, managing front desk functions, and enhancing guest satisfaction. Competitive hourly pay of $20.00 with comprehensive benefits.

Qualifications

• 3 years of front office/guest relations experience including supervisory training/experience.
• Fluent in English; other languages preferred.

Responsibilities

• Assist in supervising the front desk function.
• Monitor performance and recommend corrective actions.
• Up-sell rooms to maximize hotel revenue.
• Accurately process all cash and credit card transactions.
• Check in/check-out guests and assist with inquiries.
• Promote teamwork and quality service among departments.

Skills

Communication skills

Problem solving

Teamwork

Education

High school diploma or equivalent

Some college preferred

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:

We want 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.

Front Office Learning & Quality Specialist

Develop, deliver, and evaluate training programs/applications, curricula and corresponding materials and programs for all levels of Front Office colleagues including all Front Office Departments. Consult with key department contacts to identify performance gaps and training issues, which impact individual and group performance.

Duties and Responsibilities

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Up-sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.
• Perform other duties as assigned.

Qualifications and Requirements

High school diploma or equivalent, plus three years front office/guest relations experience including supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred.

Physical Requirements

• Frequently standing up behind the desk and front office areas.
• Carrying or lifting items weighing up to 50 pounds.
• Handling objects, products and computer equipment.
• Use a keyboard to operate various property management and reservations systems.

Other

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.

Work Area

Front Office

What we offer

The hourly pay for this role is $20.00. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and many other benefits to eligible employees. Additionally, hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

Important Information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.

IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Important note: The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.