Front Desk Agent - InterContinental Boston

Job Description

Do You See Yourself as a Front Desk Agent?

Welcome the World with Elegance at InterContinental Boston Where Every Guest's Journey Begins with You.

At IHG Hotels & Resorts, we believe hospitality is an artand every team member brings their unique creativity, care, and spirit to the canvas. Whether you're drawn to the rhythm of fine dining or the joy of creating seamless guest experiences, we invite you to be part of something exceptional. We're looking for individuals who take pride in precision, celebrate service, and thrive in a refined, collaborative environment.

Hotel Overview

For over 70 years, the InterContinental brand has defined worldly sophistication and timeless elegance. As a flagship property, InterContinental Boston continues that tradition. Named one of the Best Hotels in the World by Cond Nast Traveler, our hotel is a beacon of luxury on Boston's historic waterfront.

We offer 424 beautifully appointed guestrooms, stunning skyline and harbor views, a full-service spa and wellness club, premier event space, and a variety of globally inspired dining experiences. We invite passionate professionals to help us write the next chapter in our legacy of excellence.

Position Overview

As a Front Desk Agent, you are the orchestrator of first impressions, the elegant voice, the knowledgeable guide, the steady presence who ensures that every arrival feels like a homecoming. From the moment guests step into our lobby to the time they depart, you'll be their trusted host and concierge, creating personalized, polished, and frictionless experiences.

Key Responsibilities

• Greet guests with poise, professionalism, and warmth, embodying a luxury welcome
• Manage check-ins and check-outs with accuracy, efficiency, and attentiveness
• Recognize IHG One Rewards members and returning guests with tailored acknowledgment
• Deliver personalized service and thoughtful recommendations, anticipating guest needs
• Handle cash, credit card, and billing transactions with security and precision
• Resolve concerns or requests with empathy, timeliness, and a sense of ownership
• Clearly document and communicate guest preferences across departments
• Maintain a lobby environment aligned with Forbes luxury standards
• Actively participate in daily briefings and Forbes service training
• Uphold the principles of Forbes Five-Star behavior standards, including:
• Gracious, intuitive, and sincere communication
• Anticipatory service and attention to detail
• Professional demeanor, grooming, and body language
• Consistent use of guest names and recognition moments
• Polished service recovery and emotional intelligence

What Sets You Apart

• Previous experience in a luxury or Forbes-rated hotel preferred
• Natural ability to build rapport and deliver intuitive, guest-centered service
• Fluent in English; other languages a plus
• Comfortable with property management and reservation systems
• Strong problem-solving, multitasking, and organizational skills
• High school diploma or equivalent required; some college preferred
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Able to lift up to 50 lbs and remain on feet for extended periods

What We Offer

At InterContinental Boston, we reward your excellence with a work environment designed to nurture success:

• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Paid vacation, holidays, and wellness days
• Complimentary staff meals and dry cleaning
• IHG Employee Room Benefit Program Global hotel discounts
• Ongoing Forbes service training and development
• A sophisticated, inclusive, and growth-oriented culture

Be the Voice of True Hospitality

If you believe that luxury lives in the details, and that guest interactions are opportunities to deliver elegance, connection, and meaning we invite you to join our world-class team. Help us deliver Forbes-level experiences, one guest at a time.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees 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.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.