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

InterContinental Hotels Group; Torch of Friendship (FL); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) plan

Hotel discounts

Job summary

InterContinental Miami, part of InterContinental Hotels Group, seeks an Overnight Front Desk Agent to deliver memorable guest experiences, handle transactions, and provide local insights. You will create a warm atmosphere, manage bookings, and respond to guest inquiries with professionalism.

The role requires flexibility for night shifts, weekends, and holidays, with opportunities to upsell services and ensure friction-free stays for guests in a luxury hotel setting.

Qualifications

• Strong communication and interpersonal abilities.
• Ability to handle guest interactions with courtesy and professionalism.
• Comfort with basic math and computer usage.
• Willingness to work flexible hours, including nights and weekends.

Responsibilities

• Greet guests and assist with check-in/check-out procedures.
• Handle guest requests, provide local information, and upsell services.
• Process cash and credit transactions accurately.
• Maintain a warm, welcoming front desk presence and follow safety procedures.

Skills

Communication skills

Problem-solving

Fluency in local language

Customer service

Tech-savvy

Education

High school diploma

College degree 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.

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 ofTOP 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 an Overnight 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
• Answer phone calls within prescribed time frame, respond to guest's request in a professional manner and according to established scripts and standards, and dispatch services/resolution in accordance with established procedures. Ensure calls are logged and follow up with guests to ensure total guest satisfaction.
• Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures, etc.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Promote team work and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals.
• Perform other duties as assigned.

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 math 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

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.
• May be required to work weekends and/or holidays.

What we offer:

The hourly pay for this role is $19.00

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.

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