Guest Experience Front Desk Specialist

IHG Hotels & Resorts; Fort Meade (MD); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

IHG Hotels & Resorts is seeking a Front Desk Agent to warmly welcome guests, handle bookings, and manage in-person and phone inquiries. You will process transactions, check guests in and out, and share local insights to ensure an exceptional stay.

The role requires strong communication, problem-solving skills, and flexibility for night and weekend shifts. A high school diploma is expected, with a college degree considered a bonus.

Qualifications

• Excellent communication with guests and ability to handle concerns.
• Strong problem-solving to turn issues into memorable experiences.
• Fluency in local language; extra languages a plus.
• Literacy and basic math; comfortable with computers.
• Flexible availability including night, weekend, and holiday shifts.
• High school diploma required; college degree a bonus.
• Minimum one year front desk or guest service experience.
• Physical ability to lift up to 50 lbs (23 kg) and bend/kneel.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, upsell opportunities, and inform guests about ways to improve their stay.
• Handle cash and credit transactions.
• Check guests in and out efficiently, verifying IDs, issuing room keys, and managing safety deposit boxes.
• Anticipate guest needs by recording preferences and handling messages, requests, questions and concerns.
• Be a trusted contact for guests and involve management when necessary.
• Follow safety procedures and report incidents; wear required protective gear.
• Present a professional appearance and act as a brand ambassador.
• Keep informed about the day’s events and activities.
• Assist colleagues with ad-hoc duties as needed.

Skills

Communication skills

Problem solving

Fluency in local language

Literacy & tech-savvy

Flexibility

High school diploma

Front desk experience

Education

High school diploma or equivalent

College degree preferred

Tools

Basic computer skills

Job description

IHG Hotels & Resorts is seeking a Front Desk Agent to warmly welcome guests, handle bookings, and manage in-person and phone inquiries. You will process transactions, check guests in and out, and share local insights to ensure an exceptional stay.

The role requires strong communication, problem-solving skills, and flexibility for night and weekend shifts. A high school diploma is expected, with a college degree considered a bonus.