Front Desk Agent - InterContinental Indianapolis

Front Desk Agent

About IHG and the InterContinental Indianapolis

The InterContinental Indianapolis, brings urban luxury and timeless style to Monument Circle.  The landmarked Illinois Building has been restored to feature 170 Modern Guestrooms, 17 Luxurious Suites, Lobby Lounge and a stunning Rooftop Bar with iconic views of Monument Circle.

Explore our very own InterContinental® Hotels & Resorts – a truly international brand. Discover a modern, globally-focused culture where world travelers feel at home. Live the InterContinental life. You’ll find us in beautifully restored buildings and many exciting new developments. With 60 properties in the pipeline, our extraordinary world is set to expand. 

At IHG we promise to give colleagues…

• Room to Belong:  Enable

• Room to Grow:  Enrich

• Room to Make a Difference:  Empower

The InterContinental creates exceptional experiences through our Brand Values by being:

• Thoughtful

• Cultured

• Remarkable

We cultivate an engaging environment for our colleagues and guests by enlivening our IHG Core Values:

• Do the right thing

• Show we care

• Aim higher

• Celebrate difference

• Work better together

About this position

To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Front Desk Agent who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

A little taste of your day-to-day

Every day is different, but you’ll mostly be: 
 
Duties and Responsibilities

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank

• Issue, control and release guest safe-deposit boxes.

• Up-sell rooms where possible to maximize hotel revenue. 

People

• Being our guests trusted contact – helping with everything from bill issues to restaurant recommendations

• Answer phones in a prompt and courteous manner.

• Register guests, issue room keys, provide information on hotel services and room location.

• Communicate with any outstanding guest requests or issues to management that may require additional monitoring or follow-up. 
   

Guest Experience

• Kicking off truly memorable guest experiences with the warmest of welcomes.

• Respond appropriately to guest complaints.  Make appropriate service recovery gestures to ensure total guest satisfaction.  

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.

• Acknowledging IHG Rewards Club members and returning guests in person or over the phone

• Staying one step of our guests’ needs to anticipate requests and offer tailored recommendations

What we need from you

• • 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. Also, for standing for long periods of time. 

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.

The hourly pay rate for this role is $17.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.