Front Desk Agent - MFWSA

IHG; United States; 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 in the United States to warmly welcome guests and help create a home-away-from-home experience. You will acknowledge rewards members, manage bookings, handle payments, and assist guests with local knowledge and preferences.

The role requires flexibility for night, weekend, and holiday shifts, basic math and computer skills, and a high school diploma (college degree a bonus). Prior front desk or guest service experience is ideal.

Qualifications

• Clear communication with guests and colleagues in person and over the phone.
• Strong problem-solving mindset to turn issues into positive experiences.
• Flexible availability including nights, weekends and holidays.
• Comfort with basic math, reading/writing, and computer use.
• Ability to lift and move items up to 50 lbs and stay safety-conscious.

Responsibilities

• Warmly welcome guests and kick off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests.
• Handle guest bookings, upsell and explain ways to improve stay.
• Manage cash and credit transactions; check guests in/out with IDs and keys.
• Know daily events and act on guest needs and preferences.
• Be a trusted contact for guests and escalate to management when needed.
• Maintain safety by following procedures and wearing gear when required.
• Represent the brand and maintain a polished appearance.

Skills

Communication

Problem solving

Flexibility

Tech literacy

Language skills

Education

High school diploma

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 $16.55 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.

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?