Front Desk Agent

About the role

As a Front Desk Agent, you’ll be the person guests 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.

Responsibilities

• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, identify up-selling opportunities, and suggest ways to improve their stay
• Handle cash and credit transactions
• Check guests in and out swiftly—verify IDs, issue room keys, and manage safety deposit boxes
• Record and act on guest preferences, handle messages, requests, questions, and concerns
• Serve as a trusted contact for guests, assisting with bill issues, local knowledge, and escalating to management when needed
• Follow safety procedures, report incidents, and wear required protective gear
• Maintain a professional appearance as a brand ambassador
• Stay informed about daily events and activities
• Assist with ad-hoc duties to support colleagues

Requirements

• Strong communication skills to address guest concerns and compliments
• Problem-solving skills to turn issues into positive experiences
• Fluency in the local language (additional language skills are a plus)
• Literacy, basic math skills, and proficiency with computers

Skills

• True Attitude: Caring, making a positive difference, and building genuine connections with guests
• True Confidence: Knowledge and skills to perform your role, ensuring guests trust your support
• True Listening: Focusing on guest communication, body language, and understanding their needs
• True Responsiveness: Providing timely and caring service to meet guest needs

Benefits

• Competitive salary
• Uniform provided
• Great room discounts
• Superb training opportunities