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

About the role

The InterContinental Miami Downtown is seeking a Full-Time Front Desk Agent to join our dynamic team. As a key member of the hospitality team, you will be responsible for creating memorable guest experiences through exceptional customer service.

Responsibilities

• 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 tell 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.

Requirements

• 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 maths 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.

Qualifications

• High School Diploma or equivalent.
• One year of experience in a front desk or guest service position preferred.
• Ability to lift, push and pull up to 50lbs (23 kg).

Skills

• Excellent communication skills.
• Problem-solving skills.
• Customer service orientation.
• Attention to detail.
• Flexibility to work various shifts.

Benefits

• Paid time off.
• Medical/dental/vision insurance.
• 401(k) plan.
• Access to hotel discounts worldwide.
• Opportunity to work with a great team of people.

Pay

The hourly pay range for this role is $19.00.

Schedule

Shifts may vary, including nights, weekends, and holidays.