Guest Experience Concierge — Hotel Front Desk

InterContinental Hotels Group; Cleveland (OH); On-site; USD 25,000 - 36,000; Full time

Job summary

InterContinental Hotels Group in Cleveland, OH is seeking a Front Desk Agent to warmly welcome guests, handle check-ins and check-outs, manage reservations, and upsell services to enhance each stay.

The ideal candidate communicates clearly, resolves issues on the spot, is flexible for night, weekend, and holiday shifts, and can lift up to 50 lbs. Prior front desk or guest services experience is preferred, high school diploma required.

Qualifications

• High school diploma required; college degree a bonus.
• One year front desk or guest service experience preferred.
• Flexibility for night, weekend and holiday shifts.
• Able to lift up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge guests and returning visitors, in person or on the phone.
• Take and manage guest bookings and upsell opportunities.
• Handle cash and credit transactions.
• Check guests in and out; manage IDs, room keys, and 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.
• Maintain professional appearance and act as a brand ambassador.
• Know the day's events and activities.
• Help colleagues with extra duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy and numeracy

Flexibility

Guest service orientation

Physical strength

Education

High school diploma

Tools

Computers

Job description

InterContinental Hotels Group in Cleveland, OH is seeking a Front Desk Agent to warmly welcome guests, handle check-ins and check-outs, manage reservations, and upsell services to enhance each stay.

The ideal candidate communicates clearly, resolves issues on the spot, is flexible for night, weekend, and holiday shifts, and can lift up to 50 lbs. Prior front desk or guest services experience is preferred, high school diploma required.