Instant Service Center Agent (Full-Time) l InterContinental Miami Downtown

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, eight year in a row honored one of the TOP WORKPLACES of South Florida by the Sun Sentinel.

Your day to day:

As an Instant Service Center Agent, you will answer calls from in-house guest in a timely and professional manner and in accordance with established scripts and standards.

DUTIES AND RESPONSIBILITIES: 

• 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:

Qualifications and Requirements:

Basic reading and writing plus six months experience as a phone/switchboard operator.  Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Speak, listen, and use a keyboard to type or route messages, usually done while sitting down.

Other:

• 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 nights, weekends, and/or holidays.

What we offer:

In return we will give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. 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.