Agent Front Desk SH

InterContinental Hotels Group; Cleveland (OH); On-site; USD 18,000 - 25,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent to deliver outstanding guest experiences. You will welcome guests upon arrival, manage check-in/check-out, and provide local insights to ensure a friction-free stay.

The role requires strong communication, basic math and computer skills, and flexibility to work nights, weekends, and holidays. A high school diploma is required, with a college degree as a bonus.

Qualifications

• Strong communication and guest service orientation.
• Ability to handle transactions accurately.
• Willingness to work night, weekend and holiday shifts.
• Basic literacy in math and computer use.

Responsibilities

• Greet guests and set a welcoming tone for their stay.
• Process bookings and highlight upsell opportunities.
• Handle cash and credit transactions with accuracy.
• Check guests in and out, issue room keys and manage safety deposit boxes.
• Record guest preferences and respond to requests and concerns.
• Be a trusted source of local knowledge and escalate issues when needed.

Skills

Communication skills

Problem-solving

Local language fluency

Tech-savvy

Education

High school diploma

College/University 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.