Agent Front Desk-Full Time-Fort Meade

IHG Hotels & Resorts; Fort Meade (MD); On-site; USD 23,000 - 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 in a guest‑facing role at our Fort Meade location. You will handle transactions, provide local insights, and anticipate every detail of a friction‑free stay, creating a warm atmosphere that makes guests feel at home.

You will welcome guests, check them in/out, manage bookings, record preferences, and assist with questions. The role requires flexibility for night, weekend, and holiday shifts, with a baseline of customer service excellence.

Qualifications

• Excellent communication with guests, handling concerns and compliments.
• Strong problem-solving to turn issues into memorable experiences.
• Fluency in the local language; additional languages are a plus.
• Literate and tech-savvy with basic math and computer skills.
• Flexible with night, weekend and holiday shifts.
• High school diploma; college degree is a bonus.
• Experience in a front desk or guest service role.
• Physical capacity to lift up to 50 lbs.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge members and returning guests in person or on the phone.
• Take and manage bookings, upsell opportunities and inform guests about ways to improve their stay.
• Handle cash and credit transactions.
• Check guests in and out, collect IDs, issue keys, and manage safety deposits.
• Record guest preferences and respond to requests and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and report incidents; wear protective gear as required.
• Maintain a professional appearance and act as a brand ambassador.
• Know daily events and activities; assist with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility

Front desk experience

Physical strength

Education

High school diploma

College degree (bonus)

Tools

Computers

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.

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 $16.50 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.

Or, if one starting rate: The hourly

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. Let’s Go Further Together.

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.
• If you require reasonable accommodation during the application process.
• 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, please read about applicable benefits.