Agent Front Desk InterContinental Suites Hotel

InterContinental Hotels Group; Cleveland (OH); On-site; USD 17,000 - 22,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent in Cleveland. You will warmly welcome guests, manage bookings, process payments, and check guests in and out with attentive service. The role requires attention to guest needs, basic math and computer skills, and flexibility for nights, weekends, and holidays.

You’ll be a brand ambassador, assist with local knowledge, and coordinate with management to resolve issues, ensuring a friction-free stay for every guest.

Qualifications

• Excellent communication with guests, resolve concerns and build positive memories.
• Strong problem-solving to turn issues into opportunities.
• Fluency in local language preferred but not required.
• Comfort with reading, writing, basic maths and computer use.
• Flexible schedule including nights, weekends and holidays.
• HS diploma or equivalent; college degree a bonus.
• Experience at front desk or guest service preferred.

Responsibilities

• Warmly welcome guests and kick off memorable experiences.
• Acknowledge rewards club members and returning guests.
• Handle bookings, upsell, and inform about stay enhancements.
• Manage cash and card transactions.
• Check guests in/out, verify IDs and issue keys.
• Record preferences and respond to requests and concerns.
• Be a trusted helper and escalate to management when needed.
• Follow safety procedures and wear gear as required.
• Maintain professional appearance and brand ambassador standards.
• Know daily events and assist with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Tech-savvy

Flexibility with shifts

Education (HS diploma)

Guest service experience

Education

High school diploma

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.