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

Overnight Front Desk AgentThe 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 experienceAcknowledge IHG Rewards Club members and returning guests, in person or on the phoneTake and manage guest bookings, up-selling opportunities and telling them about ways to improve their stayHandle cash and credit transactionsStart every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxesStay one step ahead of guests' needs – record and act on their preferences, and handle their messages, requests, questions and concernsBe a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessaryStay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear neededTake pride in your appearance and place as a brand ambassadorAlways know what events and activities are on the day's scheduleJump into other ad-hoc duties when your colleagues need your helpAnswer 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 toYour problem-solving skills will turn issues into opportunities so every guest leaves with great memoriesFluency in the local language - extra language skills would be great, but not essentialLiterate and tech-savvy - you'll need a good grasp of reading, writing, basic math and computersFlexibility - night, weekend and holiday shifts are all part of the jobYou'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essentialExperience - ideally you'll have spent at least one year in a front desk or guest service positionStrength - sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneelingOther:Communication skills are utilized a significant amount of time when interacting with guests and employees.Reading and writing abilities are utilized often when completing departmental records/logs and taking messages for guests or hotel staff.May be required to work weekends and/or holidays.What we offer:The hourly pay for this role is $19.00We 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. IHG