Agent Front Desk InterContinental Suites Hotel

InterContinental Hotels Group; Cleveland (OH); On-site; USD 25,000 - 36,000; Full time

Job summary

InterContinental Hotels Group in Cleveland, OH is seeking a Front Desk Agent to warmly welcome guests, handle check-ins and check-outs, manage reservations, and upsell services to enhance each stay.

The ideal candidate communicates clearly, resolves issues on the spot, is flexible for night, weekend, and holiday shifts, and can lift up to 50 lbs. Prior front desk or guest services experience is preferred, high school diploma required.

Qualifications

• High school diploma required; college degree a bonus.
• One year front desk or guest service experience preferred.
• Flexibility for night, weekend and holiday shifts.
• Able to lift up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge guests and returning visitors, in person or on the phone.
• Take and manage guest bookings and upsell opportunities.
• Handle cash and credit transactions.
• Check guests in and out; manage IDs, room keys, and 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.
• Maintain professional appearance and act as a brand ambassador.
• Know the day's events and activities.
• Help colleagues with extra duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy and numeracy

Flexibility

Guest service orientation

Physical strength

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.