Guest Experience Agent - InterContinental Mark Hopkins

About Us

Perched atop historic Nob Hill, our luxury hotel has welcomed distinguished guests, celebrations, and memorable events for generations. Known for timeless elegance, exceptional service, and legendary hospitality, we take pride in creating unforgettable experiences for every guest. Joining our team means becoming part of a legacy built on service excellence, teamwork, and genuine hospitality.

This position is represented by Teamsters Local 856. 

About the Role 

The Guest Experience Agent creates a welcoming and memorable stay through personalized service, efficient front desk operations, and thoughtful attention to guest needs. As a primary point of contact, this position manages arrivals and departures, responds to inquiries, and coordinates services throughout the guest journey.

With warmth, professionalism, and discretion, the Guest Experience Agent delivers the seamless service and attention to detail expected in a luxury hotel.

A little about your day to day 

Arrivals and Departures

Welcome guests warmly, acknowledge returning guests, and recognize special occasions.
Complete check-in and checkout accurately and efficiently, following hotel procedures for identity verification, registration, payment authorization, and billing.
Confirm reservation details, room preferences, rates, packages, and special requests.
Assign rooms according to availability, reservation requirements, and established procedures.
Explain hotel amenities, services, dining options, and relevant stay details.
Coordinate with Housekeeping and Bell Services to support room readiness, luggage assistance, and smooth arrivals and departures.
Manage early arrivals, late departures, and room changes within established guidelines.

Personalized Guest Service

Anticipate guest needs and provide attentive assistance throughout each stay.
Respond to inquiries in person, by telephone, and through hotel-approved digital channels.
Record guest requests, coordinate fulfillment, and follow up to confirm completion.
Provide accurate information about hotel services, local attractions, transportation, and dining, partnering with Concierge as appropriate.
Resolve guest concerns within established authority and escalate matters requiring additional support.
Maintain composure and professionalism when managing service challenges or competing priorities.

Reservations and Room Revenue

Create, modify, and cancel reservations within assigned responsibilities and hotel procedures.
Maintain accurate knowledge of room categories, rates, packages, promotions, and availability.
Offer appropriate room upgrades and hotel services based on guest preferences and availability.
Explain pricing, inclusions, deposits, and cancellation terms clearly.
Communicate reservation discrepancies, room availability concerns, and special accommodation needs to leadership.

Billing and Record Accuracy

Maintain accurate guest profiles, reservation records, room status information, and service notes in approved hotel systems.
Post charges, process payments, and review guest folios for accuracy.
Address billing questions and coordinate corrections according to hotel procedures.
Reconcile assigned cash banks and shift transactions, reporting discrepancies promptly.
Protect payment information, identification details, and other confidential guest records.
Follow established authorization procedures for adjustments, refunds, and complimentary services.

Communication and Teamwork

Collaborate with Housekeeping, Engineering, Concierge, Bell Services, Food & Beverage, and other departments to coordinate guest needs.
Participate in shift briefings and provide thorough handovers of outstanding requests and service concerns.
Review relevant arrival information, departure activity, and operational updates.
Communicate maintenance issues and room concerns promptly, following through with the appropriate team.
Support colleagues during busy arrival and departure periods.

Safety and Operational Standards

Follow procedures for issuing keys, verifying access, and protecting guest privacy.
Maintain awareness of emergency procedures and communicate urgent concerns immediately.
Report unusual activity, incidents, hazards, and lost and found items according to hotel procedures.
Keep the front desk and surrounding work areas clean, organized, and welcoming.
Maintain professional grooming, appearance, and conduct consistent with luxury hospitality standards.
Perform other related duties as assigned.

Qualifications

Previous front desk, guest services, or customer service experience preferred; luxury hospitality experience is a plus.
Strong interpersonal skills and a genuine commitment to personalized service.
Clear verbal and written communication skills.
Strong attention to detail, organization, and follow-through.
Ability to manage multiple requests, prioritize effectively, and remain composed in a fast-paced environment.
Sound judgment, discretion, and problem-solving skills.
Comfort handling payments and maintaining accurate records.
Proficiency with computers and the ability to learn property management systems and other hotel applications.
Additional language skills preferred.

Physical Requirements and Work Environment

Frequent standing, walking, and movement throughout front desk and guest areas.
Regular use of computers, telephones, payment terminals, and other office equipment.
Occasional bending, reaching, and handling of supplies, packages, and guest amenities.
Ability to work in an active lobby environment while maintaining focus and professional service.

Schedule Requirements

Must be available to work a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays. Overnight shifts may be required based on the position’s assigned schedule.

Service Expectations

Create meaningful connections through a warm welcome, attentive listening, and reliable follow-through. Take ownership of guest requests and contribute to a stay that feels effortless, personalized, and memorable.

What We Offer

The hourly pay for this role is $37.50. This is only applicable for jobs to be performed at InterContinental Mark Hopkins in San Francisco, CA. 

Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most important, we'll give you room to be yourself. 

So, what's your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.

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, veteran status or any other characteristic protected by law. This employer follows the Los Angeles Fair Chance Ordinance and California Fair Chance Act. All qualified applicants, including those with arrest or conviction records, will be considered.