Job Description

**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 **Reservations Agent** , you will provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. Respond to and provide information on hotel services, local attractions, travel directions, etc. **_DUTIES AND RESPONSIBILITIES:_** + Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions. + Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods. + Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system. + Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested. + Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures. + Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. 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. Notify sales of any group bookings. + May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports. **_Qualifications and Requirements:_** Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent. High school or equivalent preferred. Must speak fluent English. Other languages preferred. This job requires ability to perform the following: + Speak and listening usually while sitting + Use a keyboard to type in reservation information Other: + Communication skills are utilized a significant amount of time when interacting with guests, clients and employees. + Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports. + Basic mathematical abilities are used some of the time. + May be required to work nights, weekends, and/or holidays. **Work Area: Reservations Office** **What we offer:** The hourly pay rate for this role is from $19.00 - $19.50. 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. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today. **Important information** : + The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. + No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law. + If you require reasonable accommodation during the application process, please click here . + IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy. + If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Job Tags

Hourly pay, Full time, Work at office, Local area, Worldwide, Shift work, Night shift, Weekend work,

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