Agent Front Desk

IHG Hotels & Resorts; Naperville (IL); On-site; USD 30,000 - 42,000; Full time

Job summary

IHG Hotels & Resorts in Naperville, IL is seeking a Front Desk Agent to warmly welcome guests, manage check-ins/outs, and provide local insights for a friction-free experience.

The role requires strong communication, basic math and computer skills, and flexibility to work nights, weekends, and holidays. Prior front desk or guest service experience is preferred, with a high school diploma as minimum.

Qualifications

• Customer service experience is preferred.
• Ability to communicate clearly with guests and team members.
• Basic math and computer literacy are required.
• Flexibility to work night, weekend, and holiday shifts.
• High school diploma or equivalent; further education is a plus.
• Hospitality experience is welcomed.
• Experience at a front desk or guest service position is ideal.

Responsibilities

• Greet guests warmly and kick off a memorable stay.
• Acknowledge IHG Rewards Club members and returning guests.
• Process bookings, upsell services, and share local insights.
• Handle cash and card transactions accurately.
• Check guests in and out, verify IDs, issue keys.
• Capture guest preferences and respond to requests.
• Serve as a go-to contact for questions and issues.
• Follow safety procedures and wear required gear.
• Maintain a neat appearance as a brand ambassador.
• Stay informed about daily events and activities.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility

High school diploma

Front desk/guest service

Education

High school diploma or equivalent

College degree bonus

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.
• 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.
• EEO Is The Law – click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• 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.
• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.