Front Office Learning & Quality Specialist

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. 

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by 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 being ONE GREAT TEAM and honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel for the nineth year.

Your day to day:

As the Front Office Learning & Quality Specialist, you willDevelop, deliver, and evaluate training programs/applications, curricula and corresponding materials and programs for all levels of Front Office colleagues including all Front Office Departments. Consult with key department contacts to identify performance gaps and training issues, which impact individual and group performance.

DUTIES AND 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. 

• 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 guest 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.)

• Perform other duties as assigned.

Qualifications and 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.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas

• Carrying or lifting items weighing up to 50 pounds

• Handling objects, products and computer equipment

• Use 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.

Work Area:  Front Office

The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.

Work Area: Front Office 

What we offer:

The hourly pay for this role is $20.00 dollars.

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.