Agent Front Desk-Fort Meade

IHG Hotels & Resorts; 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

Job summary

IHG Hotels & Resorts is seeking a Front Desk Agent to warmly welcome guests, handle bookings, and manage in-person and phone inquiries. You will process transactions, check guests in and out, and share local insights to ensure an exceptional stay.

The role requires strong communication, problem-solving skills, and flexibility for night and weekend shifts. A high school diploma is expected, with a college degree considered a bonus.

Qualifications

• Excellent communication with guests and ability to handle concerns.
• Strong problem-solving to turn issues into memorable experiences.
• Fluency in local language; extra languages a plus.
• Literacy and basic math; comfortable with computers.
• Flexible availability including night, weekend, and holiday shifts.
• High school diploma required; college degree a bonus.
• Minimum one year front desk or guest service experience.
• Physical ability to lift up to 50 lbs (23 kg) and bend/kneel.

Responsibilities

• 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, upsell opportunities, and inform guests about ways to improve their stay.
• Handle cash and credit transactions.
• Check guests in and out efficiently, verifying IDs, issuing room keys, and managing safety deposit boxes.
• Anticipate guest needs by recording preferences and handling messages, requests, questions and concerns.
• Be a trusted contact for guests and involve management when necessary.
• Follow safety procedures and report incidents; wear required protective gear.
• Present a professional appearance and act as a brand ambassador.
• Keep informed about the day’s events and activities.
• Assist colleagues with ad-hoc duties as needed.

Skills

Communication skills

Problem solving

Fluency in local language

Literacy & tech-savvy

Flexibility

High school diploma

Front desk experience

Education

High school diploma or equivalent

College degree preferred

Tools

Basic computer skills

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.

We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

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 - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to 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.