Front Desk Agent

InterContinental Hotels Group; San Antonio (TX); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

InterContinental Hotels Group in San Antonio is seeking a Front Desk Agent to warmly welcome guests, handle check-ins/outs, and manage transactions. You will anticipate guest needs, provide local insights, and contribute to a friction-free experience across stays.

The role requires excellent communication, problem-solving, and flexibility with shifts including nights, weekends, and holidays. A high school diploma is preferred; a college degree is a bonus but not essential.

Qualifications

• High school diploma or equivalent; college degree is a bonus but not required.
• At least 1 year of front desk or guest service experience preferred.
• Be physically capable of lifting up to 50 lbs and performing light physical tasks.
• Ability to read, write, perform basic math, and use computers.

Responsibilities

• Greet guests and manage transactions with a warm welcome.
• Check guests in and out, issue room keys, and handle safety deposit boxes.
• Upsell rooms and discuss ways to enhance the guest stay.
• Address guest questions, requests, and concerns or escalate to management.
• Maintain safety procedures and report incidents as required.
• Act as a brand ambassador and be knowledgeable about hotel events and services.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility

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.

The hourly pay rate for this role is $18.00.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees