Front Desk Guest Experience Specialist

IHG Hotels & Resorts; Boston (MA); On-site; USD 37,000 - 52,000; Full time

Job summary

IHG Hotels & Resorts in Boston seeks a Front Desk Agent to warmly welcome guests and manage bookings, check-ins, and check-outs. You will handle guest inquiries, upsell opportunities, and local recommendations to ensure a friction-free stay.

The role requires strong communication, problem-solving, and basic tech skills. A high school diploma is typical, with 1+ year in front desk or guest services preferred, and flexible scheduling including nights and holidays.

Qualifications

• Clear communication to handle guests' concerns and compliments.
• Ability to solve issues and turn them into positive experiences.
• Fluency in the local language is helpful; additional languages are a plus.
• Able to read, write, perform basic math, and use computers.
• Flexible schedule including nights, weekends, and holidays.
• A high school diploma is required; a college degree is a bonus.
• At least 1 year in front desk or guest service is preferred.
• Light physical effort may be required, up to lifting 50 lbs.

Responsibilities

• Greet guests warmly to start a memorable experience.
• Acknowledge members and returning guests in person or by phone.
• Manage bookings and upsell opportunities; share tips to improve stays.
• Handle cash and card transactions.
• Check guests in and out, verify IDs, issue room keys, and safety deposits.
• Track guest preferences and respond to requests and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and report incidents.

Skills

Communication

Problem-solving

Language fluency

Literacy & tech-savy

Flexibility

Education – high school

Experience in front desk

Physical strength

Education

High school diploma

College degree (bonus)

Job description

IHG Hotels & Resorts in Boston seeks a Front Desk Agent to warmly welcome guests and manage bookings, check-ins, and check-outs. You will handle guest inquiries, upsell opportunities, and local recommendations to ensure a friction-free stay.

The role requires strong communication, problem-solving, and basic tech skills. A high school diploma is typical, with 1+ year in front desk or guest services preferred, and flexible scheduling including nights and holidays.