Front Desk Agent - MFHAM

InterContinental Hotels Group; New York (NY); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

InterContinental Hotels Group in New York seeks a Front Desk Agent to warmly welcome guests, handle transactions, and provide local insights for a seamless stay.

Role emphasizes communication, problem-solving, and flexibility for night, weekend, and holiday shifts. A high school diploma is required; a college degree is a bonus. Prior guest service experience is preferred.

Qualifications

• High school diploma or equivalent; college degree is a bonus.
• At least one year of front desk or guest service experience preferred.
• Fluent in the local language; additional languages are a plus.
• Basic math, reading and computer skills required.
• Must be physically able to lift up to 50 lbs (23 kg).

Responsibilities

• 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, upsell opportunities, and explain stay enhancements.
• Handle cash and credit transactions.
• Check guests in and out, issue IDs and room keys, and manage safes.
• Record guest preferences and respond to questions and requests promptly.
• Serve as a trusted contact for guests and coordinate with management as needed.
• Follow safety procedures and report incidents; wear required PPE.
• Maintain a polished appearance and represent the brand professionally.

Skills

Communication skills

Problem-solving

Flexibility

Tech savvy

Guest service experience

Local language (basic)

Education

High school diploma

Tools

POS systems

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 $19.00 to $22.00. We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees.