Guest Experience Front Desk Agent

IHG Hotels & Resorts; Cleveland (OH); On-site; USD 21,000 - 30,000; Full time

Job summary

IHG Hotels & Resorts in Cleveland, Ohio is seeking a Front Desk Agent to warmly welcome guests, manage check‑in/out, handle transactions and provide local insights to ensure a friction‑free stay.

You will respond to guests’ requests, upsell where appropriate, and collaborate with team members to maintain safety and brand standards.

A friendly communicator with basic math and computer skills, a high school diploma, and prior guest service experience will thrive in this role.

Qualifications

• Communication with guests and colleagues to resolve issues and ensure satisfaction.
• Strong problem-solving skills to turn issues into positive experiences.
• Fluency in local language; additional languages are a plus but not required.
• Literate and tech-savvy with basic math and computer skills.
• Flexibility to work night, weekend and holiday shifts.
• A high school diploma or equivalent; degree is a bonus.
• Experience in front desk/guest service preferred.
• Physical ability to lift up to 50 lbs and perform related duties.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge rewards club members and returning guests in person or on the phone.
• Take and manage guest bookings and upsell opportunities.
• Handle cash and credit transactions.
• Check guests in and out, issue room keys, and manage safety deposits.
• Record and act on guest preferences and handle messages and requests.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear protective gear as required.
• Maintain professional appearance as a brand ambassador.
• Stay informed about events and activities on the day’s schedule.
• Assist colleagues with ad-hoc duties when needed.

Skills

Communication skills

Problem-solving

Language fluency

Literacy & tech-savy

Flexibility

Experience in front desk/guest service

Physical ability to lift up to 50 lbs

Education

High school diploma or equivalent

College/university degree (bonus)

Job description

IHG Hotels & Resorts in Cleveland, Ohio is seeking a Front Desk Agent to warmly welcome guests, manage check‑in/out, handle transactions and provide local insights to ensure a friction‑free stay.

You will respond to guests’ requests, upsell where appropriate, and collaborate with team members to maintain safety and brand standards.

A friendly communicator with basic math and computer skills, a high school diploma, and prior guest service experience will thrive in this role.