Instant Service Center Agent (Full-time) l InterContinental Miami

Job description

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.

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

Your day to day

As the 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 to include handle room service orders via phone from guests.  Ensure orders are accurately posted to the appropriate guest account.

·  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.
·  Articulate and repeat each order to the guest before hanging up.  Use guest name and title.
·  Follow established script to encourage up-selling.
·  Give guest the approximate time of delivery.
·  Correctly enter all pertinent information of an order including special items, cooking meat instructions, no seasoning (MSG, salt), etc.
·  Close checks to correct guest’s room account.
·  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

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.
·  Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency.
·  Basic math skills are frequently used when recording and adding guest checks.
·  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.