Guest Experience Front Desk Agent

InterContinental Hotels Group; Naperville (IL); On-site; USD 51,577,344 - 56,867,328; Full time

Benefits offered by this job

Free parking

Free Wi‑Fi

Group rates

Health insurance

401k

Paid time off

Job summary

Hotel Indigo Naperville Riverwalk is seeking a Front Desk Agent to create a welcoming, memorable guest experience. You’ll handle transactions, manage bookings, and assist guests with local insights, while maintaining brand standards.

The role requires at least 1 year in front desk or guest service, flexible shifts (nights/weekends/holidays), and the ability to lift up to 50 lbs. A diploma is required; additional languages and a college degree are a bonus.

Qualifications

• High school diploma or equivalent; college degree is a plus.
• At least 1 year in front desk/guest service experience.
• Flexible for night, weekend and holiday shifts.
• Literacy and tech-savvy with basic math and computers.
• Strong communication and problem-solving to handle guest concerns.
• Ability to lift up to 50 lbs (23 kg).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge guests and rewards program members in person or by phone.
• Manage guest bookings, upsell, and share ways to improve stays.
• Handle cash and credit transactions.
• Check guests in/out, collect IDs, issue keys, and manage safety deposits.
• Record guest preferences and respond to messages, requests, and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain a professional appearance and act as a brand ambassador.
• Stay updated on events and activities for the day.
• Assist colleagues with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Fluency in local language

Literacy & tech-savvy

Flexibility for night/weekend/holiday

Front desk/guest service experience

Physical strength

Education

High school diploma or equivalent

College degree as a bonus

Job description

Hotel Indigo Naperville Riverwalk is seeking a Front Desk Agent to create a welcoming, memorable guest experience. You’ll handle transactions, manage bookings, and assist guests with local insights, while maintaining brand standards.

The role requires at least 1 year in front desk or guest service, flexible shifts (nights/weekends/holidays), and the ability to lift up to 50 lbs. A diploma is required; additional languages and a college degree are a bonus.