Agent Front Desk

InterContinental Hotels Group; Naperville (IL); On-site; USD 22,000 - 30,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent in Naperville. You will warmly welcome guests, handle check-ins/outs, manage bookings, and provide local guidance to ensure a friction-free stay.

You’ll process cash and card transactions, respond to inquiries, and coordinate with teams to meet guest needs. Flexibility for nights, weekends, and holidays is required; a high school diploma is preferred, with additional languages and tech literacy a plus.

Qualifications

• Strong communication with guests and colleagues.
• Problem-solving to turn issues into positive experiences.
• Fluency in the local language; extra languages are a plus.
• Basic math skills and comfort with computers.
• Flexibility for night, weekend and holiday shifts.
• High school diploma required; higher education a bonus.
• Experience in front desk or guest services preferred.
• Physically able to lift up to 50 lbs.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests.
• Take and manage bookings and upsell opportunities.
• Handle cash and card transactions.
• Check guests in and out; issue keys and manage safekeeping.
• Record guest preferences and respond to requests and concerns.
• Serve as a point of contact for guests and escalate when needed.
• Follow safety procedures and maintain a professional appearance.

Skills

Communication

Problem-solving

Fluent/local language

Tech literate

Flexibility

Guest service

Education

High school diploma

College/university degree preferred

Tools

Computers

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.