Agent Front Desk-Fort Meade

InterContinental 62s Group plc; Fort Meade (MD); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Employee discounts

Job summary

IHG Hotels is seeking a Front Desk Agent to warmly welcome guests, manage bookings, and handle transactions with a focus on memorable experiences. You will check guests in and out, acknowledge rewards members, and respond to requests while maintaining a professional appearance and brand standards.

Flexibility for night, weekend, and holiday shifts is required; prior guest service experience is preferred. Knowledge of local language and basic computer skills are essential for success.

Qualifications

• High school diploma or qualification; college degree is a bonus but not essential.
• Excellent communication and problem-solving abilities.
• Fluent in the local language; additional languages welcome.
• Tech-savvy with reading, writing, basic math and computer skills.
• Flexible with night, weekend and holiday shifts.
• Experience in front desk or guest service preferred.
• Physical capability to lift up to 50 lbs as needed.

Responsibilities

• Greet guests warmly and initiate a memorable experience.
• Acknowledge IHG Rewards Club members and returning guests.
• Manage bookings and upsell opportunities; inform guests about services.
• Handle cash and card transactions accurately.
• Check guests in and out; manage IDs, keys, and safety deposits.
• Record guest preferences and respond to requests and concerns.
• Be a trusted contact for guests; involve management when needed.
• Follow safety procedures and report incidents; wear protective gear.
• Maintain professional appearance; act as brand ambassador.
• Know daily events and assist colleagues as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Tech literacy

Flexibility

Customer service experience

Basic math / computer skills

Physical stamina

Education

High school diploma

College or university degree (bonus)

Tools

Point-of-sale systems

Booking / CRM software

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.

The hourly pay range for this role is $16 to $18.

• We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.