Guest Experience Agent (ON CALL) - InterContinental Mark Hopkins
About The Position
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. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Experience Agent, you’ll not only be the person they 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. This is an on-call position and scheduling will be based on business need. This position is represented by Teamsters Local 856.
Requirements
- Good communication skills; easy to talk to.
- Problem-solving skills to turn issues into opportunities.
- Fluency in the local language.
- Literate and tech-savvy: good grasp of reading, writing, basic math and computers.
- Flexibility for night, weekend and holiday shifts.
- High school diploma or qualification.
- At least one year of experience in a front desk or guest service position.
- Ability to lift, push, and pull objects up to 50lbs (23 kg), which may involve bending and kneeling.
Nice To Haves
- Extra language skills.
- A college or university degree.
Responsibilities
- Be the warm welcome that kicks off a memorable guest experience.
- Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
- Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
- Handle cash and credit transactions.
- Swiftly check guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
- Record and act on guest preferences, and handle their messages, requests, questions and concerns.
- Assist guests with bill issues to local knowledge and loop in management when necessary.
- Follow safety procedures, report all incidents and wear any protective gear needed.
- Maintain appearance as a brand ambassador.
- Be aware of daily events and activities.
- Assist colleagues with ad-hoc duties when needed.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
