Agent Front Desk InterContinental Suites Hotel

IHG Hotels; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

IHG Hotels is seeking a Front Desk Agent to welcome guests, manage bookings, handle transactions and provide local insights for a seamless stay. You will check guests in/out, acknowledge rewards members, and respond promptly to requests while maintaining brand standards.

The role requires flexibility for night, weekend, and holiday shifts, with a focus on friendly communication, problem-solving, and a polished appearance to represent the brand across all touchpoints.

Qualifications

• Communication skills to address guest concerns and compliments.
• Problem-solving to turn issues into memorable experiences.
• Fluency in the local language is helpful but not required.
• Literate and tech-savvy with reading, writing, basic math and computers.
• Flexibility to work night, weekend and holiday shifts.
• High school diploma required; college degree is a bonus.
• Experience in front desk or guest service preferred (1+ year).
• Physical strength for lifting and moving items up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that starts a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests in person or by phone.
• Take and manage guest bookings, upsell opportunities, and share stay-improving tips.
• Handle cash and credit transactions.
• Check guests in and out, issue IDs, keys, and manage safety deposit boxes.
• Anticipate guest needs by recording preferences and responding to messages/requests.
• Be a reliable contact for guests and escalate issues when needed.
• Follow safety procedures and wear protective gear as required.
• Present a professional appearance and act as a brand ambassador.
• Stay informed about daily events and activities; assist with ad-hoc duties.

Skills

Communication

Problem-solving

Flexibility

Tech literacy

Front desk experience

Physical strength

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.