Concierge - InterContinental Mark Hopkins

IHG; San Francisco (CA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k

Uniform provided

Room discounts

Training programs

Job summary

IHG is seeking a Concierge to create memorable guest experiences from the moment guests arrive. You will provide personalized services and be a knowledgeable resource for hotel amenities, local attractions, dining, transportation, and entertainment.

You will handle reservations, fulfill guest requests, coordinate with partners, and maintain discretion and privacy. The role may require nights and weekends, and offers a comprehensive benefits package.

Qualifications

• High School diploma or equivalent required.
• Experience in upscale hotel concierge or related role preferred.
• Fluent English; additional languages a plus.
• Ability to carry or lift items up to 50 pounds.

Responsibilities

• Build guest relationships through swift, professional, highly personal service.
• Provide and maintain updated local knowledge for attractions, dining, transport, and entertainment.
• Resolve guest issues and use feedback to improve satisfaction.
• Delegate duties and maintain high service standards within guidelines.
• Ensure guest discretion, privacy and confidentiality at all times.
• Act as a brand ambassador to promote hotel services and amenities.
• Support room operations during peak times to ensure seamless service.

Skills

Fluent English

Customer service

Communication skills

Relationship building

Education

High School diploma or equivalent

Job description

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

We want to make our guests’ experiences truly memorable from the very first moment they set foot in one of our hotels. To set the right tone, we’re looking for a Concierge capable of leaving no stone unturned in pursuit of complete guest satisfaction. This role provides personalized guest services and serves as a knowledgeable resource for hotel amenities, local attractions, dining, transportation, and entertainment. Makes reservations and arrangements based on guest preferences and resolves guest needs using judgment and service expertise. Handles non-routine guest requests independently and may coordinate with internal and external partners. Work requires sound judgment, service knowledge, and autonomy within established service standards.

A little taste of your day-to-day

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

• Building guest relationships through a swift, professional and highly personal service

• Collect, provide and maintain comprehensive, updated In the Know knowledge to be prepared to meet guest requests and deliver superior service. These services could include: sporting events, places of interest, restaurants, theatre, transportation tickets, sightseeing tours, and any other information of interest.

• Resolving guest issues and using their feedback to improve guest satisfaction

• Delegating duties to your team while also setting exceptional standards

• Ensuring every guest enjoys discretion, ethical behavior, privacy and confidentiality

• Leading the way as a brand ambassador to promote the hotel’s other businesses

• Assisting room operations by supporting, by not limited to: Front Desk, Bell Services, Housemen, IRD and Door Attendant duties during peak business periods to ensure seamless guest service, operational efficiency, and an exceptional guest experience.

What we need from you

• Communication and customer service skills; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Strive for excellence in an eager and motivated manner

• Excellent guest and community relations

• A High School diploma / qualification. College and university degree would be a bonus

• Experience in an upscale hotel / equivalent environment as a Concierge or related discipline

• Fluent English, any additional languages would be great

• Ability to carry or lift items weighing up to 50 pounds

• May be required to work nights, weekends and/or holidays.

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

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.