Agent Front Desk

InterContinental 62s Group plc; Naperville (IL); On-site; USD 33,000 - 48,000; Full time

Job summary

InterContinental 62s Group plc seeks a Front Desk Agent to greet guests, manage check-in/check-out, and ensure a memorable stay. You will handle bookings, upsell services, and provide local insights with a friendly, efficient approach.

Ideal candidates bring strong communication, problem-solving, and cash handling skills, plus flexibility for nights, weekends, and holidays. A high school diploma is required, with college education a bonus. Must be tech-savvy and guest-focused.

Qualifications

• Minimum a high school diploma or equivalent.
• Experience in front desk or guest service is preferred.
• Strong communication and problem-solving abilities.
• Comfort with cash handling and POS systems.
• Flexibility for night, weekend, and holiday shifts.

Responsibilities

• Greet guests warmly and manage check-in/check-out efficiently.
• Assist with bookings, upsell services, and answer questions.
• Handle cash/credit transactions and maintain records.
• Record guest preferences and respond to requests promptly.
• Maintain a clean, safe, and welcoming front desk area.

Skills

Customer service

Communication

Problem solving

Multitasking

Flexibility

Language skills

Tech-savvy

Cash handling

Education

High school diploma or equivalent

College/university 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.