Overnight - Front Desk Agent - MFLYD

IHG Hotels; United States; On-site; USD 22,000 - 24,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k plan

Job summary

IHG Hotels is seeking a Front Desk Agent for night shifts (approx. 11 PM – 7 AM) with duties spanning guest check-ins, payments, and essential accounting/reporting tasks. You will also handle laundry-related processes and contribute to a smooth, welcoming guest experience.

You'll greet guests, manage bookings, and upsell where appropriate while maintaining accuracy in cash handling and account verification. A college degree is a bonus, but not required.

Qualifications

• Fluent communication with guests and colleagues.
• Ability to resolve issues and turn challenges into positive experiences.
• Wlexibility to cover night, weekend, and holiday shifts.
• Basic computer skills and cash handling proficiency.

Responsibilities

• Check-in/check-out guests promptly and process payments per procedures.
• Provide local insights and create a memorable guest experience.
• Manage bookings, present upsell opportunities, and advise on stay improvements.
• Handle cash/credit transactions and verify IDs and keys.
• Record guest preferences and respond to messages and requests.
• Maintain safety procedures and wear required protective gear.
• Present a professional brand image as a hotel ambassador.
• Assist with ad-hoc duties as needed.

Skills

Communication skills

Problem-solving

Flexibility

Tech literacy

Education

High school diploma

College/university degree (bonus)

Tools

POS system

Computer basics

Job description

Manages hotel front desk duties (check-ins, guest requests) during the night shift (approx. 11 PM - 7 AM) while also performing crucial accounting and reporting tasks, balancing daily transactions, verifying guest accounts, and preparing financial/operational reports for management. Other duties may include processing laundry.

Your Day to Day

• This position will check-in/check-out hotel guests in a timely and professional manner; and process all payments per established procedures. Other duties may include processing laundry.
• 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 a warm atmosphere that makes our guests feel at home in any location.
• 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.

What We Need from You

• In the hotel industry we cater for our guest needs 24 hours a day, 7 days a week.
• Even though a shift will be assigned, in occasions we may require working varying shifts across a 7-day period, including weekends, evenings, and public holidays.
• 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 math 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'll 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.

The hourly pay range for this role is $16.25 to $17.34. We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees.