Agent Front Desk

IHG Hotels & Resorts; Los Angeles (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

IHG Hotels & Resorts in Los Angeles is seeking a Front Desk Agent to warmly welcome guests, handle bookings, process transactions and provide local insights for a seamless stay.

The role requires strong communication, basic math skills, and a flexible schedule including nights, weekends and holidays; prior front desk or guest service experience is preferred, and a college degree is a bonus.

Qualifications

• Strong communication with guests and colleagues.
• Ability to resolve issues and turn problems into positive experiences.
• Fluency in the local language is helpful but not essential.
• Proficiency with reading, writing, basic maths and computers.
• Flexibility to work nights, weekends and holidays.
• High school diploma required; college/university degree a bonus.

Responsibilities

• Greet guests and start their experience with a warm welcome.
• Acknowledge IHGrewards Club members and returning guests.
• Manage guest bookings and upsell opportunities.
• Handle cash and credit transactions accurately.
• Check guests in and out, issue keys, and manage safety deposits.
• Record guest preferences and respond to requests and concerns.
• Serve as a point of contact for guests and escalate to management as needed.
• Follow safety procedures and wear required protective gear.
• Maintain a professional appearance and represent the brand.
• Stay informed about daily events and activities and support colleagues as needed.

Skills

Communication

Problem-solving

Language skills

Literacy and tech-savvy

Flexibility

Education background

Education

High school diploma

Bachelor's degree preferred

Job description

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a 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.

Key Accountabilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, up‑selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests' needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day's schedule.
• Jump into other ad‑hoc duties when your colleagues need your help.

Key Skills & Experiences

• Communication skills – guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to.
• Your problem‑solving skills will turn issues into opportunities so every guest leaves with great memories.
• Fluency in the local language – extra language skills would be great, but not essential.
• Literate and tech‑savvy – you'll need a good grasp of reading, writing, basic maths and computers.
• Flexibility – night, weekend and holiday shifts are all part of the job.
• You'll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience – ideally you'll have spent at least one year in a front desk or guest service position.
• Strength – sometimes you'll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

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.
• EEO Is The Law – click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.