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

InterContinental Hotels Group; Torch of Friendship (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

InterContinental Hotels Group is seeking a Front Office Learning & Quality Specialist in Downtown Miami. In this full-time role, you will develop and evaluate training programs for Front Office staff, ensure proper training in hotel services, and address performance issues. Qualifications include a High School diploma, at least three years of front office experience, and fluency in English. The position offers a pay rate of $20.00 per hour, comprehensive benefits, and hotel discounts worldwide.

Qualifications

• 3 years of front office/guest relations experience including supervisory training/experience.
• Experience in hotel facilities and services, local directions, property management, and reservations systems.

Responsibilities

• Develop, deliver, and evaluate training programs for Front Office colleagues.
• Assist in supervising the front desk function and ensure staff is trained.
• Monitor performance and recommend corrective actions.

Skills

Fluent English

Supervisory skills

Problem solving

Basic math skills

Education

High School diploma or equivalent

Some college preferred

Job description

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

Hotel: IC - Miami (MIAHA), 100 Chopin Plz, 33131

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. We pride 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

As the Front Office Learning & Quality Specialist, you will develop, deliver, and evaluate training programs and curricula for all levels of Front Office colleagues, including all Front Office Departments. Consult with key department contacts to identify performance gaps and training issues that impact individual and group performance.

DUTIES AND RESPONSIBILITIES

• Assist in supervising the front desk function; ensure staff is properly trained in 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 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 guests 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.

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.

This job requires the ability to perform the following:

• 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, etc.
• 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. This position is classified as non-exempt and is subject to overtime in accordance with Federal and State Regulations.

What we offer

The hourly pay for this role is $20.00 dollars.

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.

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