Agent Front Desk

InterContinental Hotels Group; Petersburg (VA); On-site; USD 28,000 - 36,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent to warmly welcome guests, manage check-in/check-out, and handle transactions. You will provide local insights, acknowledge rewards members, and enhance the guest experience at a U.S. military installation location.

The role requires strong communication, problem solving, and the ability to adapt to night, weekend, and holiday shifts. A high school diploma is required; a college degree is a bonus.

Qualifications

• Customer service experience preferred.
• Strong communication and interpersonal skills.
• Able to handle guest concerns with tact and professionalism.
• Flexible to work night, weekend and holiday shifts.
• Comfort with basic math, reading, writing and computer use.

Responsibilities

• Greet guests warmly and check them in/out efficiently.
• Handle cash and credit transactions.
• Acknowledge rewards members and returning guests.
• Provide local information and answer questions about the area.
• Upsell services and inform guests about stay enhancements.
• Record guest preferences and manage requests and concerns.
• Protect guest privacy and follow safety procedures.

Skills

Customer service

Communication

Problem solving

Flexibility

Tech-savvy

Education

High school diploma

College degree preferred

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 math 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.

This property is located on a US Military Installation. Successful completion of a Federal Background check, conducted by the Installation Visitor's Center, will be required to access the Installation. This is necessary in order to come to the hotel for an interview for this position. If hired, this background check will be required to be renewed annually at minimum. DOD sponsored ID holders are not subject to this process.