Front Desk Guest Experience Specialist

IHG Hotels & Resorts; Fort Meade (MD); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

IHG Hotels & Resorts is seeking a Front Desk Agent in a guest‑facing role at our Fort Meade location. You will handle transactions, provide local insights, and anticipate every detail of a friction‑free stay, creating a warm atmosphere that makes guests feel at home.

You will welcome guests, check them in/out, manage bookings, record preferences, and assist with questions. The role requires flexibility for night, weekend, and holiday shifts, with a baseline of customer service excellence.

Qualifications

• Excellent communication with guests, handling concerns and compliments.
• Strong problem-solving to turn issues into memorable experiences.
• Fluency in the local language; additional languages are a plus.
• Literate and tech-savvy with basic math and computer skills.
• Flexible with night, weekend and holiday shifts.
• High school diploma; college degree is a bonus.
• Experience in a front desk or guest service role.
• Physical capacity to lift up to 50 lbs.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge members and returning guests in person or on the phone.
• Take and manage bookings, upsell opportunities and inform guests about ways to improve their stay.
• Handle cash and credit transactions.
• Check guests in and out, collect IDs, issue keys, and manage safety deposits.
• Record 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; wear protective gear as required.
• Maintain a professional appearance and act as a brand ambassador.
• Know daily events and activities; assist with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility

Front desk experience

Physical strength

Education

High school diploma

College degree (bonus)

Tools

Computers

Job description

IHG Hotels & Resorts is seeking a Front Desk Agent in a guest‑facing role at our Fort Meade location. You will handle transactions, provide local insights, and anticipate every detail of a friction‑free stay, creating a warm atmosphere that makes guests feel at home.

You will welcome guests, check them in/out, manage bookings, record preferences, and assist with questions. The role requires flexibility for night, weekend, and holiday shifts, with a baseline of customer service excellence.