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

IHG•Miami, FL

8d•Onsite

About The Position

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. 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.

Requirements

Communication skills - approachable, confident, and respectful.
Problem-solving skills to turn issues into opportunities.
Fluency in the local language.
Literate and tech-savvy - good grasp of reading, writing, basic math and computers.
Flexibility - night, weekend and holiday shifts are all part of the job.
High school diploma or qualification.
At least one year of experience in a front desk or guest service position.
Ability to lift, push, and pull objects up to 50lbs (23 kg), which can involve bending and kneeling.

Nice To Haves

Extra language skills.
A college or university degree.

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 telling them about ways to improve their stay
Handle cash and credit transactions
Swiftly check guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
Record and act on guest preferences, and handle their messages, requests, questions and concerns
Assist guests with bill issues to local knowledge, and loop in management when necessary
Follow safety procedures, report all incidents and wear any protective gear needed
Maintain a professional appearance as a brand ambassador
Be aware of the day's schedule of events and activities
Assist colleagues with ad-hoc duties when needed
Answer phone calls within the prescribed time frame, respond to guest requests 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.
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.