Agent Front Desk

InterContinental Hotels Group; Naperville (IL); On-site; USD 21,000 - 25,000; Full time

Job summary

InterContinental Hotels Group in Naperville, IL seeks a Front Desk Agent to greet guests, handle bookings, process transactions, and deliver a warm, memorable stay. You’ll check guests in/out, manage IDs and keys, and capture guest preferences to personalize service.

The role requires strong communication, problem-solving, and tech literacy, with flexibility for nights, weekends, and holidays. Prior front desk or guest service experience is preferred, with high school diploma as a baseline.

Qualifications

• Communication skills are essential to handle guest concerns and compliments.
• Strong problem-solving ability to turn issues into positive experiences.
• Fluency in the local language is preferred; other languages are a plus.
• Literate and tech-savvy with basic maths and computer skills.
• Flexibility to work night, weekend, and holiday shifts.
• A high school diploma or equivalent; college degree is a bonus.
• Experience in front desk or guest service is preferred.
• Physical ability to lift, push, and pull up to 50 lbs.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge rewards members and returning guests; handle bookings and upselling.
• Handle cash and credit transactions with accuracy.
• Check guests in and out, manage IDs, keys, and safety deposits.
• Record guest preferences and respond to messages, requests and concerns.
• Serve as a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain professional appearance and act as a brand ambassador.
• Know the day's events and assist with other duties when required.

Skills

Communication skills

Problem-solving

Fluency in local language

Tech literacy

Flexibility

Guest service experience

Physical stamina

Education

High school diploma

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.