Agent Front Desk-Fort Meade

IHG Hotels; Maryland; 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 in Maryland is seeking a Front Desk Agent to warmly welcome guests, manage bookings, upsell where appropriate, and ensure a friction-free stay from check-in to check-out. You’ll handle IDs, issue room keys, record guest preferences, and respond to requests with poise and accuracy.

As a brand ambassador, you’ll wear the uniform with pride, stay informed about daily events, assist with local knowledge, and follow safety procedures while supporting colleagues when needed.

Qualifications

• High school diploma or equivalent.
• Experience in front desk or guest service roles preferred.
• Willingness to work nights, weekends and holidays.

Responsibilities

• Welcome guests warmly and set the tone for a memorable stay.
• Manage bookings, upsell opportunities and share ways to improve the stay.
• Handle cash and card transactions accurately.
• Check guests in/out, verify IDs, issue room keys and manage safety deposits.
• Record guest preferences and respond to requests and concerns.
• Be a trusted contact for guests and escalate when needed.
• Follow safety procedures and wear protective gear as required.
• Represent the brand in appearance and conduct.
• Stay informed about daily events and activities.
• Support colleagues with ad-hoc duties as needed.

Skills

Communication skills

Problem solving

Local language fluency

Literacy and tech-savvy

Flexibility

Front desk/guest service experience

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 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.