Front Desk Agent: Memorable Guest Experiences

InterContinental Hotels Group; Cleveland (OH); On-site; USD 17,000 - 22,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent in Cleveland. You will warmly welcome guests, manage bookings, process payments, and check guests in and out with attentive service. The role requires attention to guest needs, basic math and computer skills, and flexibility for nights, weekends, and holidays.

You’ll be a brand ambassador, assist with local knowledge, and coordinate with management to resolve issues, ensuring a friction-free stay for every guest.

Qualifications

• Excellent communication with guests, resolve concerns and build positive memories.
• Strong problem-solving to turn issues into opportunities.
• Fluency in local language preferred but not required.
• Comfort with reading, writing, basic maths and computer use.
• Flexible schedule including nights, weekends and holidays.
• HS diploma or equivalent; college degree a bonus.
• Experience at front desk or guest service preferred.

Responsibilities

• Warmly welcome guests and kick off memorable experiences.
• Acknowledge rewards club members and returning guests.
• Handle bookings, upsell, and inform about stay enhancements.
• Manage cash and card transactions.
• Check guests in/out, verify IDs and issue keys.
• Record preferences and respond to requests and concerns.
• Be a trusted helper and escalate to management when needed.
• Follow safety procedures and wear gear as required.
• Maintain professional appearance and brand ambassador standards.
• Know daily events and assist with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Tech-savvy

Flexibility with shifts

Education (HS diploma)

Guest service experience

Education

High school diploma

Job description

InterContinental Hotels Group is seeking a Front Desk Agent in Cleveland. You will warmly welcome guests, manage bookings, process payments, and check guests in and out with attentive service. The role requires attention to guest needs, basic math and computer skills, and flexibility for nights, weekends, and holidays.

You’ll be a brand ambassador, assist with local knowledge, and coordinate with management to resolve issues, ensuring a friction-free stay for every guest.