Front Desk Agent - MFCAA

InterContinental Hotels Group; Tennessee; On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental & vision

401k

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent to warmly welcome guests, manage check-ins/outs, and upsell services. You will handle transactions, answer inquiries, and provide local insights to ensure a friction-free stay.

Fluency in the local language and basic computer skills are important, with flexibility for night, weekend, and holiday shifts. The role offers an hourly pay range of $15.00 to $18.12, plus a comprehensive benefits package including PTO, health/dental/vision,

Qualifications

• High school diploma or equivalent; college degree a bonus but not required.
• At least 1 year in front desk or guest service role preferred.
• Clear communication and basic computer literacy are essential.

Responsibilities

• Greet guests warmly and kick off a memorable experience.
• Acknowledge rewards club members and returning guests in person or by phone.
• Handle bookings, upsell opportunities and share ways to improve stays.
• Process cash and card transactions accurately.
• Check guests in/out, issue keys, and manage safety deposit boxes.
• Record guest preferences and respond to requests and concerns.
• Be a trusted contact for guests, escalating to management when needed.
• Follow safety procedures and wear protective gear as required.
• Maintain professional appearance and represent the brand.
• Stay informed about daily events and assist colleagues as needed.

Skills

Communication skills

Problem solving

Language skills

Tech-savvy

Flexibility

Front desk experience

Physical strength

Education

High school diploma

College degree (bonus)

Job description

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.

Your Day to Day -

• 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.

What We Need from You -

• 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 math 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 range for this role is $15.00 to $18.12.We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees.