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

IHG

50d • $18 - $19

About The Position

As the Guest Relations Representative, 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.

Requirements

• High School diploma or equivalent and 1 year of guest/customer service experience.
• Must speak fluent English.
• 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

Nice To Haves

• Hotel experience and some college preferred.
• Other languages preferred.

Responsibilities

• 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 VIPs in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.
• Deliver and/or coordinate the delivery of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or IHG One Rewards 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 escalate 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED