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

About the role

The InterContinental Miami is seeking a Front Office Learning & Quality Specialist to develop, deliver, and evaluate training programs for all levels of Front Office colleagues.

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.
• Maintain and 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 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.)

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.

Qualifications

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

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.

Pay

The hourly pay for this role is $20.00.

Schedule

This job requires ability to perform the following:

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