InterContinental Boston- Front Desk Agent 2

IHG Hotels & Resorts; Boston (MA); On-site; USD 37,000 - 52,000; Full time

Job summary

IHG Hotels & Resorts in Boston seeks a Front Desk Agent to warmly welcome guests and manage bookings, check-ins, and check-outs. You will handle guest inquiries, upsell opportunities, and local recommendations to ensure a friction-free stay.

The role requires strong communication, problem-solving, and basic tech skills. A high school diploma is typical, with 1+ year in front desk or guest services preferred, and flexible scheduling including nights and holidays.

Qualifications

• Clear communication to handle guests' concerns and compliments.
• Ability to solve issues and turn them into positive experiences.
• Fluency in the local language is helpful; additional languages are a plus.
• Able to read, write, perform basic math, and use computers.
• Flexible schedule including nights, weekends, and holidays.
• A high school diploma is required; a college degree is a bonus.
• At least 1 year in front desk or guest service is preferred.
• Light physical effort may be required, up to lifting 50 lbs.

Responsibilities

• Greet guests warmly to start a memorable experience.
• Acknowledge members and returning guests in person or by phone.
• Manage bookings and upsell opportunities; share tips to improve stays.
• Handle cash and card transactions.
• Check guests in and out, verify IDs, issue room keys, and safety deposits.
• Track guest preferences and respond to requests and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and report incidents.

Skills

Communication

Problem-solving

Language fluency

Literacy & tech-savy

Flexibility

Education – high school

Experience in front desk

Physical strength

Education

High school diploma

College degree (bonus)

Job description

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.

Key Accountabilities

• 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, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests' needs - record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day's schedule.
• Jump into other ad-hoc duties when your colleagues need your help.

Key Skills & Experiences

• Communication skills - guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to.
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
• Fluency in the local language - extra language skills would be great, but not essential.
• Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job.
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience - ideally you have spent at least one year in a front desk or guest service position.
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

Important information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.