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

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* About us:

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* As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the Inter Continental® 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 Inter Continental 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 Inter Continental 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.

** Your day to day:*
* The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As an  
** Overnight Front Desk Agent** , you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.

+ 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

+ 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

+ Answer phone calls within prescribed time frame, respond to guest's request 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, etc.

+ 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.

** What we need from you:*
* + 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 math 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…