Guest Experience Concierge - Front Desk

IHG Hotels; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

IHG Hotels is seeking a Front Desk Agent to welcome guests, manage bookings, handle transactions and provide local insights for a seamless stay. You will check guests in/out, acknowledge rewards members, and respond promptly to requests while maintaining brand standards.

The role requires flexibility for night, weekend, and holiday shifts, with a focus on friendly communication, problem-solving, and a polished appearance to represent the brand across all touchpoints.

Qualifications

• Communication skills to address guest concerns and compliments.
• Problem-solving to turn issues into memorable experiences.
• Fluency in the local language is helpful but not required.
• Literate and tech-savvy with reading, writing, basic math and computers.
• Flexibility to work night, weekend and holiday shifts.
• High school diploma required; college degree is a bonus.
• Experience in front desk or guest service preferred (1+ year).
• Physical strength for lifting and moving items up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that starts a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests in person or by phone.
• Take and manage guest bookings, upsell opportunities, and share stay-improving tips.
• Handle cash and credit transactions.
• Check guests in and out, issue IDs, keys, and manage safety deposit boxes.
• Anticipate guest needs by recording preferences and responding to messages/requests.
• Be a reliable contact for guests and escalate issues when needed.
• Follow safety procedures and wear protective gear as required.
• Present a professional appearance and act as a brand ambassador.
• Stay informed about daily events and activities; assist with ad-hoc duties.

Skills

Communication

Problem-solving

Flexibility

Tech literacy

Front desk experience

Physical strength

Education

High school diploma

College degree (bonus)

Job description

IHG Hotels is seeking a Front Desk Agent to welcome guests, manage bookings, handle transactions and provide local insights for a seamless stay. You will check guests in/out, acknowledge rewards members, and respond promptly to requests while maintaining brand standards.

The role requires flexibility for night, weekend, and holiday shifts, with a focus on friendly communication, problem-solving, and a polished appearance to represent the brand across all touchpoints.