Guest Relations Supervisor (Full-Time) | InterContinental Miami Downtown

IHG Hotels & Resorts; Miami (FL); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401(k)

Hotel discounts

Job summary

IHG Hotels & Resorts’ InterContinental Miami is seeking a Guest Relations Supervisor to deliver VIP check-in/check-out and superb guest experiences. You will oversee front desk operations, train staff, and coordinate with departments to ensure personalized service for high-profile guests.

The role requires a High School Diploma, 2 years of guest/customer service, and 1 year of supervisory experience; fluent English is required, with additional languages a plus.

Qualifications

• High School diploma or equivalent and 2 years of guest/customer service experience and 1 year of supervisory experience.
• Hotel experience and some college preferred.
• Must speak fluent English. Other languages preferred.

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.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.
• Identify return guests and VIP’s in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
• Deliver and/or coordinate the deliver of services and/or amenities to VIP guests. Coordinate VIP and/or Priority Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.
• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
• May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.
• Perform other duties as assigned.

Skills

Guest service

Supervisory experience

English fluency

Communication

Reservations systems

Education

High School Diploma

Tools

Reservations systems

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.

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:

As the Guest Relations Supervisor, you will provide a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value.

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.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.
• Identify return guests and VIP’s in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
• Deliver and/or coordinate the deliver of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or Priority Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Coordinate and/or confirm reservations as needed.
• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and elevate appropriate issues to management.
• May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.
• Perform other duties as assigned.

Qualifications and Requirements:

High School diploma or equivalent and 2 years of guest/customer service experience and 1 year of supervisory experience. Hotel experience and some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving within the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; guests and third parties.
• Reading and writing abilities are utilized often when compiling departmental records, or guest registration and reservation information.
• Basic mathematical skills are used frequently.
• May be required to work nights, weekends, and/or holidays.

Work Area: Guest Relations Services Center.

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.

What we offer:

The hourly pay rate for this role is $21.50

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.

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

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.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• 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.
• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.