Guest Experience Front Desk Agent

InterContinental Hotels Group; Naperville (IL); On-site; USD 21,000 - 25,000; Full time

Job summary

InterContinental Hotels Group in Naperville, IL seeks a Front Desk Agent to greet guests, handle bookings, process transactions, and deliver a warm, memorable stay. You’ll check guests in/out, manage IDs and keys, and capture guest preferences to personalize service.

The role requires strong communication, problem-solving, and tech literacy, with flexibility for nights, weekends, and holidays. Prior front desk or guest service experience is preferred, with high school diploma as a baseline.

Qualifications

• Communication skills are essential to handle guest concerns and compliments.
• Strong problem-solving ability to turn issues into positive experiences.
• Fluency in the local language is preferred; other languages are a plus.
• Literate and tech-savvy with basic maths and computer skills.
• Flexibility to work night, weekend, and holiday shifts.
• A high school diploma or equivalent; college degree is a bonus.
• Experience in front desk or guest service is preferred.
• Physical ability to lift, push, and pull up to 50 lbs.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge rewards members and returning guests; handle bookings and upselling.
• Handle cash and credit transactions with accuracy.
• Check guests in and out, manage IDs, keys, and safety deposits.
• Record guest preferences and respond to messages, requests and concerns.
• Serve as a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear required protective gear.
• Maintain professional appearance and act as a brand ambassador.
• Know the day's events and assist with other duties when required.

Skills

Communication skills

Problem-solving

Fluency in local language

Tech literacy

Flexibility

Guest service experience

Physical stamina

Education

High school diploma

College degree (bonus)

Job description

InterContinental Hotels Group in Naperville, IL seeks a Front Desk Agent to greet guests, handle bookings, process transactions, and deliver a warm, memorable stay. You’ll check guests in/out, manage IDs and keys, and capture guest preferences to personalize service.

The role requires strong communication, problem-solving, and tech literacy, with flexibility for nights, weekends, and holidays. Prior front desk or guest service experience is preferred, with high school diploma as a baseline.