Front Desk Agent

4 days ago

Cleveland, Ohio, United States IHG Full time
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 tell 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'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.
About IHG

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

About InterContinental Hotels & Resorts

As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

Equal Opportunities Employer

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

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