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style="font-size:12.0pt;">About us:
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style="font-size:12.0pt;">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.
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style="font-size:12.0pt;">At InterContinental Hotels & Resorts® we
want our guests to feel special, cosmopolitan and In the Know which means
we need you to:
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.5in;">
style="font-size:12.0pt;">Be charming by being approachable, having
confidence and showing respect.
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.5in;">
style="font-size:12.0pt;">Stay in the moment by understanding
and anticipating guests’ needs, being attentive and taking ownership of getting
things done.
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.5in;">
style="font-size:12.0pt;">Make it memorable by being knowledgeable, sharing
stories and showing your style to create moments that make people feel
special.
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style="font-size:12.0pt;">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.
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Your day
to day:
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style="font-size:12.0pt;line-height:107%;">As the Front Office Learning
& Quality Specialist, you will
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style="font-size:12.0pt;line-height:107%;">Develop, 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.
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112.3pt 120.95pt 131.05pt 2.5in 3.7in 5.0in 5.7in;">
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style="font-size:12.0pt;">DUTIES
AND RESPONSIBILITIES:
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style="line-height:normal;margin-bottom:0in;margin-right:0in;margin-top:0in;tab-stops:list
.25in;text-align:justify;">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.
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.25in;">
style="font-size:12.0pt;">Monitor performance and recommend corrective
or disciplinary action. Alert management of potentially serious
issues.
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.25in;text-align:justify;">Up-sell rooms where possible
to maximize hotel revenue.
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.25in;text-align:justify;">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.
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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.
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Promote hotel services,
facilities and outlets; provide guests with information such as local
attractions and directions to increase guest
satisfaction.
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.5in;text-autospace:none;vertical-align:baseline;">
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Complete opening and closing
shift duties, and communicate any outstanding guest requests or issues
to management that may require additional monitoring
or follow-up.
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Respond appropriately
to guest complaints. Make appropriate service recovery gestures
in accordance with established guidelines.
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.25in;text-align:justify;">Promote teamwork and quality
service through daily communication and coordination with other
departments.
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.25in;text-align:justify;">Perform other duties
as assigned which may include guest room tours, concierge services, special
guest requests, etc.)
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.25in;text-align:justify;">Perform other duties
as assigned.
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style="font-size:12.0pt;text-transform:uppercase;">Qualifications
and Requirements:
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style="font-size:12.0pt;">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.
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style="font-size:12.0pt;">This job requires ability to perform
the following:
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1.25in;">
style="font-size:12.0pt;">Frequently standing up behind the desk and front
office areas
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1.25in;">
style="font-size:12.0pt;">Carrying or lifting items weighing up to 50
pounds
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1.25in;">
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equipment
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1.25in;">
style="font-size:12.0pt;">Use a keyboard to operate various property management
and reservations systems, etc.
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style="font-size:12.0pt;">Other:
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.5in;text-autospace:none;vertical-align:baseline;">
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style="font-size:12.0pt;">Communication skills are utilized a significant amount
of time when interacting with guests and employees.
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36.9pt;text-autospace:none;vertical-align:baseline;">
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style="font-size:12.0pt;">Reading and writing abilities are utilized
often.
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36.9pt;text-autospace:none;vertical-align:baseline;">
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style="font-size:12.0pt;">Basic math skills are used
frequently.
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36.9pt;text-autospace:none;vertical-align:baseline;">
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style="font-size:12.0pt;">Problem solving, reasoning, motivating and training
abilities are often used.
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36.9pt;text-autospace:none;vertical-align:baseline;">
style="font-family:"Times New Roman",serif;">
style="font-size:12.0pt;">May be required to work nights, weekends, and/or
holidays.
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156.95pt 2.5in 3.7in 5.0in 5.7in;">
style="font-size:12.0pt;letter-spacing:-.15pt;">Work Area: Front
Office
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156.95pt 2.5in 3.7in 5.0in 5.7in;">
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156.95pt 2.5in 3.7in 5.0in 5.7in;">
style="font-size:12.0pt;letter-spacing:-.15pt;">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.
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156.95pt 2.5in 3.7in 5.0in 5.7in;">
class="Default">
Work Area: Front
Office
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What
we offer:
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style="font-size:12.0pt;">The hourly pay for this role is $20.00
dollars.
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style="font-size:12.0pt;">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.
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IHG is an equal opportunity
employer: Minorities/ Females/ Veterans/ Disabled.
