Guest Experience Agent (ON CALL) - InterContinental Mark Hopkins

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

Job summary

InterContinental Mark Hopkins in San Francisco seeks a Guest Experience Agent (on call) to warmly welcome guests, handle transactions, and provide local insights for a friction-free stay.

You'll check guests in/out, manage bookings, and respond to requests while upholding the brand's renowned hospitality. This on-call role requires flexibility, strong communication, and a guest‑centric mindset.

Qualifications

• High school diploma or equivalent; college degree a bonus but not required.
• Experience in a front desk or guest service role preferred.
• Fluency in the local language; extra languages welcome but not required.
• Ability to lift up to 50 lbs (23 kg) and perform light physical tasks.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and return guests in person or by phone.
• Take and manage guest bookings, upsell opportunities, and share ways to improve their stay.
• Handle cash and credit transactions with accuracy.
• Check guests in and out, issue room keys, and manage safety deposit boxes.
• Record guest preferences and respond to their messages, requests, questions and concerns.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and report incidents; wear required protective gear.
• Present yourself as a brand ambassador and stay informed about daily events.
• Assist with ad-hoc duties as needed.

Skills

Customer service

Communication skills

Cash handling

Problem solving

Multilingual

Education

High school diploma

Tools

POS system

Microsoft Office

Job description

Guest Experience Agent (ON CALL) - InterContinental Mark Hopkins

Hotel Brand: InterContinental
Location: United States, California, San Francisco

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.

About the Role:

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.

• 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.
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Jump into other ad‑hoc duties when your colleagues need your help.

What we need from you:

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
• Your problem‑solving skills will turn issues into opportunities, so every guest leaves with great memories.
• Fluency in the local language - extra language skills would be great, but not essential.
• Literate and tech‑savvy - you’ll need a good grasp of reading, writing, basic math and computers.
• Flexibility - night, weekend and holiday shifts are all part of the job.
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience - ideally, you’ll have spent at least one year in a front desk or guest service position.
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue‑based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.