Front Desk Agent — Guest Experience Pro

IHG Hotels & Resorts; Naperville (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

IHG Hotels & Resorts in Naperville is seeking a Front Desk Agent to deliver a genuinely memorable guest experience. You will welcome guests, check them in/out, manage bookings, handle transactions, and provide local insights to ensure a friction-free stay.

Your role includes acknowledging rewards members, recording preferences, and serving as a trusted contact for guest needs while supporting colleagues and upholding safety procedures.

Qualifications

• Excellent guest communication and problem-solving abilities.
• Ability to speak the local language; additional languages a plus.
• Comfort with computers, cash handling, and basic math.
• Flexible availability for nights, weekends and holidays.
• High school diploma required; college degree a bonus.
• At least 1 year in a front desk or guest service role.
• Ability to lift and move items up to 50 lbs.

Responsibilities

• Welcome guests warmly and set a memorable first impression.
• Acknowledge rewards members and returning guests in person or by phone.
• Manage bookings, upsell opportunities and explain stay enhancements.
• Handle cash/credit transactions accurately.
• Check guests in/out quickly: verify IDs, hand keys, manage safety deposit boxes.
• Record guest preferences and respond to requests and concerns.
• Be the trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain a neat appearance and represent the brand professionally.
• Stay informed about daily events and assist with ad-hoc duties as needed.

Skills

Communication

Problem-solving

Local language

Tech literacy

Flexibility

Education level

Front desk experience

Physical strength

Job description

IHG Hotels & Resorts in Naperville is seeking a Front Desk Agent to deliver a genuinely memorable guest experience. You will welcome guests, check them in/out, manage bookings, handle transactions, and provide local insights to ensure a friction-free stay.

Your role includes acknowledging rewards members, recording preferences, and serving as a trusted contact for guest needs while supporting colleagues and upholding safety procedures.