Agent Front Desk InterContinental Suites Hotel

IHG Hotels & Resorts; Cleveland (OH); On-site; USD 17,000 - 25,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Front Desk Agent to welcome guests and ensure a memorable stay at our Cleveland property. You will handle check-ins/outs, acknowledge loyalty members, answer questions, and provide local insights with a warm, professional demeanor.

The role requires strong communication, basic math, and tech-savviness; prior front desk or guest service experience is preferred. Flexible with night, weekend, and holiday shifts; HS diploma required.

Qualifications

• Basic math and cash handling skills.
• Strong communication and guest-service mindset.
• Experience in front desk or guest services preferred.

Responsibilities

• Greet guests, manage check-in/check-out, and handle transactions.
• Acknowledge loyalty program members and assist with requests.
• Provide local information and resolve guest issues promptly.
• Maintain safety and brand standards; support colleagues as needed.

Skills

Communication

Problem-solving

Language skills (local)

Tech literacy

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 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.

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.
• 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, 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.