Front Desk Agent

Job Title: Front Desk Agent

Department: Front Office
Reports To: Front Office Manager / Front Desk Supervisor
Brand: IHG Hotels & Resorts
Employment Type: Full-Time
Schedule: Day, Evening, Weekend, and Holiday Shifts as Required

Job Summary
The Front Desk Agent is responsible for providing professional, friendly, and efficient guest service in accordance with IHG brand standards and hotel policies. This position serves as the first point of contact for hotel guests and is responsible for guest check-in and check-out, payment processing, reservations support, guest requests, service recovery, and communication with other hotel departments.

The Front Desk Agent plays an important role in creating a positive guest experience, supporting guest satisfaction goals, and representing the hotel in a professional manner at all times.

Key Responsibilities

• Welcome guests in a warm, professional, and brand-appropriate manner.
• Follow IHG service standards and hotel procedures during guest check-in and check-out.
• Verify guest identification, payment method, reservation details, room assignments, and required deposits.
• Recognize IHG One Rewards members and provide appropriate service according to brand expectations.
• Process payments, room charges, adjustments, refunds, and cash/credit card transactions accurately.
• Answer phone calls, respond to guest inquiries, and provide hotel and local area information.
• Assist with reservations, cancellations, room changes, walk-ins, and special requests.
• Handle guest complaints or concerns professionally and escalate serious issues to management when necessary.
• Use proper service recovery steps to resolve guest concerns and support guest satisfaction.
• Communicate with Housekeeping, Engineering, Security, Sales, and other departments regarding guest needs, room status, maintenance issues, and special requests.
• Maintain accurate guest records, shift reports, cash drawer records, guest notes, and front desk documentation.
• Support IHG guest satisfaction, loyalty enrollment, upselling, and service-quality initiatives.
• Follow hotel procedures for safety, emergency situations, guest incidents, payment issues, and suspicious activity.
• Protect guest privacy and follow hotel policies regarding confidentiality, payment security, and data protection.
• Maintain a clean, organized, and professional front desk and lobby area.
• Perform other duties as assigned by management.

Qualifications

• Previous hotel front desk or customer service experience preferred.
• IHG brand experience preferred but not required.
• Experience with hotel PMS systems preferred.
• Strong communication and guest service skills.
• Ability to remain calm, professional, and respectful under pressure.
• Strong attention to detail and accuracy.
• Ability to multitask in a fast-paced hotel environment.
• Must be dependable, punctual, and able to work flexible schedules, including days, evenings, weekends, and holidays.

Required Skills

• Excellent customer service and professional communication
• Understanding of hotel front desk operations
• Cash handling and payment-processing accuracy
• Problem-solving and conflict-resolution skills
• Professional phone etiquette
• Attention to detail
• Ability to follow hotel and brand standards
• Teamwork and interdepartmental communication
• Commitment to guest satisfaction and service quality

Physical Requirements

• Ability to stand for extended periods of time.
• Ability to walk through lobby and public areas as needed.
• Ability to lift or carry light items as required.
• Ability to use a computer, phone, printer, key encoder, payment terminal, and other front desk equipment.

Work Environment

This position works primarily at the hotel front desk and requires regular interaction with guests, employees, vendors, and management. The Front Desk Agent must maintain professionalism, confidentiality, accuracy, and a positive attitude while representing the hotel and the IHG brand.

Pay: From $21.66 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $22