Front Desk Agent - MFPKB

IHG; Baton Rouge (LA); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

IHG is seeking a Front Desk Agent to warmly welcome guests, process check-ins/outs, and manage bookings at our hotel. You’ll handle cash and card transactions, acknowledge loyal members, and leverage local knowledge to improve each stay.

Flexibility for nights, weekends, and holidays is required; a helpful, problem-solving mindset will help guests depart with memorable experiences. The role emphasizes strong communication, basic tech skills, and a professional appearance as a brand ambassador

Qualifications

• Strong communication and guest-service skills.
• Problem-solving to turn issues into opportunities.
• Fluency in the local language; additional languages are a bonus.
• Able to lift up to 50 lbs (23 kg) and be physically able to handle duty requirements.
• Experience in a front desk or guest services role is preferred.

Responsibilities

• Be the warm welcome and start every guest experience right.
• Acknowledge IHG Rewards Club members and returning guests in person or on the phone.
• Handle guest bookings and upsell opportunities to enhance stays.
• Process cash and credit transactions accurately.
• Check guests in and out, manage IDs, keys, and safety boxes.
• Record guest preferences and respond to requests and concerns promptly.
• Be a trusted contact for guests and escalate issues when needed.
• Maintain safety standards and report incidents as required.

Skills

Communication skills

Problem-solving

Local language fluency

Literacy & tech-savvy

Flexibility

Front desk experience

Physical strength

Education

High school diploma or equivalent

Associate or Bachelor’s degree (bonus)

Tools

POS system

Computers

Microsoft Windows

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 rate for this role is $16.23 to $18.27.

Benefits

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

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?