Agent Front Desk (Full-Time) - Hotel Indigo Naperville Riverwalk

InterContinental Hotels Group; Naperville (IL); On-site; USD 51,577,344 - 56,867,328; Full time

Benefits offered by this job

Free parking

Free Wi‑Fi

Group rates

Health insurance

401k

Paid time off

Job summary

Hotel Indigo Naperville Riverwalk is seeking a Front Desk Agent to create a welcoming, memorable guest experience. You’ll handle transactions, manage bookings, and assist guests with local insights, while maintaining brand standards.

The role requires at least 1 year in front desk or guest service, flexible shifts (nights/weekends/holidays), and the ability to lift up to 50 lbs. A diploma is required; additional languages and a college degree are a bonus.

Qualifications

• High school diploma or equivalent; college degree is a plus.
• At least 1 year in front desk/guest service experience.
• Flexible for night, weekend and holiday shifts.
• Literacy and tech-savvy with basic math and computers.
• Strong communication and problem-solving to handle guest concerns.
• Ability to lift up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge guests and rewards program members in person or by phone.
• Manage guest bookings, upsell, and share ways to improve stays.
• Handle cash and credit transactions.
• Check guests in/out, collect IDs, issue keys, and manage safety deposits.
• Record guest preferences and respond to messages, requests, and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain a professional appearance and act as a brand ambassador.
• Stay updated on events and activities for the day.
• Assist colleagues with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility for night/weekend/holiday

Front desk/guest service experience

Physical strength

Education

High school diploma or equivalent

College degree as a bonus

Job description

About Us

Hotel Indigo Naperville Riverwalk embodies the area's rustic charm and artistic spirit. Boutique shops, cozy eateries, and local art with wood tones and antique touches showcase the historic neighborhood’s unique character.

Dive into 19th-century life at Naper Settlement, stroll along the stunning Riverwalk, and visit Dick Tracy's bronze statue, a tribute to Naperville’s past. Just steps from dozens of shops and restaurants, explore Downtown Naperville or immerse yourself in history at Naper Settlement.

Enjoy diverse dining at our six hotel restaurants. Stay active in our 24-hour fitness center, unwind in our luxurious spa, and sip handcrafted cocktails at Plank Bar and Kitchen. Host meetings and events in our versatile venues and enjoy free parking, free Wi-Fi, and group rates. At Hotel Indigo Naperville Riverwalk, history, art, and modern comfort come together for an unforgettable stay.

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 $18.00/hour

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