Front Desk Guest Experience Specialist

IHG Hotels & Resorts; Cleveland (OH); On-site; USD 28,000 - 34,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Front Desk Agent in Cleveland to warmly welcome guests, handle bookings, manage transactions, and provide local insights for a seamless stay. The role emphasizes guest satisfaction, brand standards, and cross-functional support across the front desk team.

The ideal candidate will have a high school diploma (college degree a bonus), at least one year in a front desk or guest service role, and the ability to stay flexible including nights, weekends, and holidays.

Qualifications

• High school diploma or equivalent; college degree a bonus.
• At least 1 year experience in front desk or guest service.
• Fluency in local language; extra languages helpful.

Responsibilities

• Greet guests to start a memorable experience.
• Acknowledge IHG Rewards Club members and returning guests.
• Take and manage guest bookings; upsell opportunities.
• Handle cash and credit transactions.
• Check guests in and out; manage IDs, keys, and safekeeping boxes.
• Record guest preferences and respond to requests and concerns.
• Be a trusted contact; assist with billing and local information; involve management when needed.
• Follow safety procedures and report incidents.
• Maintain professional appearance as a brand ambassador.
• Know daily events and activities.
• Help colleagues with ad-hoc duties when needed.

Skills

Communication

Problem-solving

Language fluency

Literacy & tech

Flexibility

Education minimum

Front desk experience

Physical strength

Education

High school diploma

College degree (bonus)

Job description

IHG Hotels & Resorts is seeking a Front Desk Agent in Cleveland to warmly welcome guests, handle bookings, manage transactions, and provide local insights for a seamless stay. The role emphasizes guest satisfaction, brand standards, and cross-functional support across the front desk team.

The ideal candidate will have a high school diploma (college degree a bonus), at least one year in a front desk or guest service role, and the ability to stay flexible including nights, weekends, and holidays.