Guest Experience Agent - InterContinental Mark Hopkins

IHG•San Francisco, CA

4d•Onsite

About The Position

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. The role delivers seamless service with warmth, professionalism, discretion, and attention to detail consistent with a luxury hotel. The position involves front desk guest services, reservation and room revenue activities, billing and record accuracy, communication across hotel departments, and adherence to safety and operational standards. The role is represented by Teamsters Local 856.

Requirements

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 ability to learn property management systems and other hotel applications.
Availability for a flexible schedule based on business needs, including mornings, evenings, weekends, and holidays; overnight shifts may be required.

Nice To Haves

Previous front desk, guest services, or customer service experience.
Luxury hospitality experience.
Additional language skills.

Responsibilities

Welcome guests, acknowledge returning guests, recognize special occasions, and complete check-in and checkout procedures accurately.
Confirm reservation details, room preferences, rates, packages, and special requests; assign rooms according to availability and procedures.
Explain hotel amenities, services, dining options, and stay details, and coordinate room readiness and luggage assistance with other teams.
Manage early arrivals, late departures, and room changes within established guidelines.
Anticipate guest needs; respond to inquiries in person, by telephone, and through approved digital channels; record, coordinate, and follow up on requests.
Provide information about hotel services, local attractions, transportation, and dining, partnering with Concierge as appropriate.
Resolve guest concerns within assigned authority and escalate matters requiring additional support.
Create, modify, and cancel reservations; maintain knowledge of room categories, rates, packages, promotions, and availability.
Offer appropriate room upgrades and hotel services, and explain pricing, inclusions, deposits, and cancellation terms.
Communicate reservation discrepancies, room availability concerns, and special accommodation needs to leadership.
Maintain accurate guest profiles, reservation records, room status information, and service notes in approved hotel systems.
Post charges, process payments, review folios, address billing questions, and coordinate corrections according to hotel procedures.
Reconcile assigned cash banks and shift transactions, report discrepancies, protect confidential guest information, and follow authorization procedures for adjustments, refunds, and complimentary services.
Collaborate with hotel departments to coordinate guest needs; participate in shift briefings and provide thorough handovers.
Review arrival information, departure activity, and operational updates; communicate maintenance issues and room concerns promptly.
Support colleagues during busy arrival and departure periods.
Follow key-issuance, access-verification, privacy, and emergency procedures; report unusual activity, incidents, hazards, and lost-and-found items.
Keep front desk and surrounding work areas clean, organized, and welcoming, and maintain professional grooming, appearance, and conduct.
Perform other related duties as assigned.