Our downtown Miami hotel is next to one of the trendiest neighborhoods, known as Brickell. Our iconic towers overlook the Miami River and our ideal downtown location puts you steps from the Miami Riverwalk, and Bayfront Park, and close to the port of Miami and the Kaseya Center (formerly FTX Arena). For a day of shopping, our hotel is near Brickell City Center. Or, explore Little Havana and tour the Frost Museum of Science.
The Hospitality Summer Intern provides administrative and operational support to the Operations and Commercial Services Divisions with a primary focus on the Reservations Department. The role centers on completing and managing daily tasks and assisting with a backlog of small operational projects. This role contributes to guest satisfaction, operational efficiency, and revenue accuracy through timely communication, system accuracy, and adherence to hotel procedures.
The position works closely with Reservations, Front Office, Sales, Events, Distribution Services, airline crew partners, and Rooms Division, with additional cross‑department collaboration as needed. The role is based mainly in the Reservations Office and follows structured daily checklists with defined performance standards and timelines.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
View our Virtual Reality Experience to spend a ‘day in the life’ of a hospitality professional at a full-service hotel.
Key responsibilities include, but are not limited to:
· Monitor and respond to two shared mailboxes using Microsoft Outlook, including a shared airline crew mailbox and the hotel’s general mailbox.
· Reply to general requests and crew communications from six airline partners, organize correspondence into airline-specific folders, and monitor new reservations within a 48-hour response window.
· Respond to guest and partner inquiries related to folios, parking, packages, hotel policies, and reservation requests, routing inquiries appropriately to the Business Travel Manager or Reservations Department.
· Submit sales leads and RFPs to the Sales Department in a timely manner to support revenue opportunities and guest satisfaction.
· Submit ServiceNow support tickets to Distribution Services for updates to hotel policies on Reserve.
· Run daily operational reports and update reservations in Opera Cloud by adding alerts, traces, special requests, comments, GEM notes, and special occasion details.
· Review and manage the OXI/Exchange queue, resolving failures and warnings in accordance with established procedures.
· Respond to OTA guest inquiries through Expedia Partner Central and Booking.com partner portals using approved response templates.
· Assist with loading rooming lists for monthly airline crew blocks and group reservations, as needed, based on knowledge and comfort level.
· Monitor and reconcile the daily American Airlines room block to ensure inventory accuracy, correct sell-to counts, and revenue alignment.
· Support the Front Office team by managing and resolving reservation traces and special request communications in Oracle, contributing to improved guest service scores through timely follow-up.
Responsibilities may be adjusted based on business needs. This is a seasonal, full-time role with an immediate start date and continues through July 2026, working up to 40 hours per week.
Requirements
· Proficiency in Outlook and Word; basic Excel knowledge required.
· Must be proficient in general computer knowledge.
· Experience with additional software applications preferred.
· Comfortable managing multiple systems, shared mailboxes, and daily checklists
· Strong attention to detail, accuracy, and timely communication
· Must have organizational, interpersonal, and administrative skills
· A true desire to satisfy the needs of others in a fast paced environment