Front Desk Guest Experience Specialist

InterContinental Hotels Group; Petersburg (VA); On-site; USD 21,000 - 28,000; Full time

Job summary

InterContinental Hotels Group is seeking a Front Desk Agent to be the face of the hotel. You will warmly welcome guests, handle check-ins/outs, and provide clear information on services and room locations.

The role requires strong interpersonal skills, basic math, and computer proficiency, with flexibility for evenings, weekends, and holidays, while maintaining safety and hospitality standards.

Qualifications

• High school diploma or equivalent, plus 1 year of Front Desk or hotel guest service experience.
• Some college coursework is a plus.
• Strong interpersonal skills, problem solving, basic math, reading/writing, and basic computer proficiency.

Responsibilities

• Welcome guests and handle check-in/check-out, issue room keys, and explain hotel services and locations.
• Answer incoming calls courteously and respond to guest questions promptly.
• Process cash and credit card payments, balance cash banks, and complete cashier reports.
• Upsell room types when possible and assist guests with bookings or changes.
• Handle safe deposit boxes and maintain safety protocols.
• Address guest feedback with care, perform service recovery, and escalate complex issues when needed.
• Coordinate with Housekeeping, Maintenance, and Management to ensure seamless operations.
• Assist with guest room tours and other tasks as assigned.

Skills

Interpersonal skills

Problem solving

Basic math

Reading and writing

Basic computer proficiency

Education

High school diploma

Some college coursework

Tools

Property management systems

Job description

InterContinental Hotels Group is seeking a Front Desk Agent to be the face of the hotel. You will warmly welcome guests, handle check-ins/outs, and provide clear information on services and room locations.

The role requires strong interpersonal skills, basic math, and computer proficiency, with flexibility for evenings, weekends, and holidays, while maintaining safety and hospitality standards.