Agent Front Desk InterContinental Hotel and Conference Center

InterContinental Hotels Group; Cleveland (OH); On-site; USD 19,000 - 25,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent to warmly welcome guests, manage check-in/check-out, and handle bookings with courteous upselling. You will assist guests with local information, resolve concerns, and coordinate with management on issues and safety.

A prior front desk or guest service role is preferred, along with basic computer skills. The position requires flexibility for night, weekend and holiday shifts, and a professional appearance as a brand ambassador in a

Qualifications

• Must have a high school diploma or equivalent, college degree a bonus.
• Minimum 1 year in front desk or guest service role preferred.
• Able to read, write, perform basic maths and operate hotel systems.

Responsibilities

• Greet guests warmly and handle check-in/check-out
• Manage guest bookings and upsell opportunities
• Handle cash and credit transactions securely
• Provide local information and resolve guest concerns
• Liaise with management on issues and safety procedures
• Maintain appearance and brand ambassador standards
• Stay informed about events and activities for guests
• Assist teammates with additional duties as needed

Skills

Communication skills

Problem solving

Fortime local language fluency

Literacy and tech-savy

Flexibility

Education (HS diploma)

Guest service experience

Physical stamina

Education

High school diploma

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.

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 maths 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.