Guest Experience Specialist — Front Desk

IHG; New York (NY); On-site; USD 36,000 - 43,000; Full time

Job summary

IHG is seeking a Front Desk Agent to warmly welcome guests, handle check-ins/outs, and provide local insights for a seamless stay. You will manage bookings, respond to guest needs, and uphold safety and brand standards in a fast-paced hotel environment.

The role requires strong communication, problem-solving, and flexibility to work nights, weekends, and holidays. A high school diploma is expected, with higher education a bonus and prior front desk experience preferred.

Qualifications

• Clear communication with guests and team members.
• Strong problem-solving to turn issues into memorable stays.
• Fluency in the local language preferred; additional languages a plus.
• Comfort with reading, writing, basic math and computer use.
• Willingness to work nights, weekends and holidays.
• Minimum education: high school diploma; college degree a bonus.
• Experience in front desk or guest service preferred.
• Ability to lift and move objects up to 50 lbs (23 kg).

Responsibilities

• Welcome guests warmly to start a memorable stay.
• Acknowledge rewards club members and returning guests.
• Manage bookings and upsell services for better stays.
• Handle cash and card transactions accurately.
• Check guests in/out and issue keys; manage safety deposits.
• Record guest preferences and respond to requests and concerns.
• Be a reliable point of contact for guest issues and local questions.
• Follow safety procedures and wear required gear.
• Maintain a professional, brand-aligned appearance.
• Know the day’s events and assist with ad-hoc duties as needed.

Skills

Strong communication

Problem solving

Fluent in local language

Tech savvy

Flexibility (nights/weekends)

Front desk experience

Physical strength

Education

High school diploma

Job description

IHG is seeking a Front Desk Agent to warmly welcome guests, handle check-ins/outs, and provide local insights for a seamless stay. You will manage bookings, respond to guest needs, and uphold safety and brand standards in a fast-paced hotel environment.

The role requires strong communication, problem-solving, and flexibility to work nights, weekends, and holidays. A high school diploma is expected, with higher education a bonus and prior front desk experience preferred.