Agent Front Desk

IHG Hotels & Resorts; Naperville (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

IHG Hotels & Resorts in Naperville is seeking a Front Desk Agent to deliver a genuinely memorable guest experience. You will welcome guests, check them in/out, manage bookings, handle transactions, and provide local insights to ensure a friction-free stay.

Your role includes acknowledging rewards members, recording preferences, and serving as a trusted contact for guest needs while supporting colleagues and upholding safety procedures.

Qualifications

• Excellent guest communication and problem-solving abilities.
• Ability to speak the local language; additional languages a plus.
• Comfort with computers, cash handling, and basic math.
• Flexible availability for nights, weekends and holidays.
• High school diploma required; college degree a bonus.
• At least 1 year in a front desk or guest service role.
• Ability to lift and move items up to 50 lbs.

Responsibilities

• Welcome guests warmly and set a memorable first impression.
• Acknowledge rewards members and returning guests in person or by phone.
• Manage bookings, upsell opportunities and explain stay enhancements.
• Handle cash/credit transactions accurately.
• Check guests in/out quickly: verify IDs, hand keys, manage safety deposit boxes.
• Record guest preferences and respond to requests and concerns.
• Be the trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain a neat appearance and represent the brand professionally.
• Stay informed about daily events and assist with ad-hoc duties as needed.

Skills

Communication

Problem-solving

Local language

Tech literacy

Flexibility

Education level

Front desk experience

Physical strength

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 - more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies.
• If you are a resident of or applying to a job opening in the State of Washington, 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.