Guest Experience Front Desk Agent

IHG Hotels & Resorts; Cleveland (OH); On-site; USD 28,000 - 36,000; Full time

Job summary

IHG Hotels & Resorts is hiring a Front Desk Agent in Cleveland, OH. You will greet guests, manage check-in/check-out, and upsell services while delivering a warm, memorable stay. Strong communication and problem-solving skills help create positive guest experiences across locations.

Ideal candidates have a high school diploma and at least one year in front desk or guest service. Flexibility for nights and weekends is required; bilingual skills are a plus.

Qualifications

• Communication skills to handle guest concerns and compliments.
• Strong problem-solving to turn issues into positive outcomes.
• Fluency in the local language preferred, additional languages a plus.
• Literate and tech-savvy with reading, writing, basic maths and computers.
• Flexibility for night, weekend, and holiday shifts.
• A high school diploma is required; a college/university degree is a bonus.
• At least one year in front desk or guest service is preferred.
• Ability to lift up to 50 lbs (23 kg) and perform related physical tasks.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge rewards club members and returning guests.
• Manage guest bookings and highlight up-selling opportunities.
• Handle cash and credit transactions.
• Check guests in and out, collect IDs, issue room keys, and manage safekeeping of deposits.
• Record guest preferences and address requests and concerns promptly.
• Be the trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain professional appearance and brand ambassador duties.
• Know the day’s events and assist guests accordingly.
• Support colleagues with ad-hoc tasks as needed.

Skills

Communication skills

Problem-solving

Flexibility

Guest service

Bilingual

Education

High school diploma

College degree bonus

Job description

IHG Hotels & Resorts is hiring a Front Desk Agent in Cleveland, OH. You will greet guests, manage check-in/check-out, and upsell services while delivering a warm, memorable stay. Strong communication and problem-solving skills help create positive guest experiences across locations.

Ideal candidates have a high school diploma and at least one year in front desk or guest service. Flexibility for nights and weekends is required; bilingual skills are a plus.