Guest Experience Specialist

IHG Hotels & Resorts; San Francisco (CA); On-site; USD 38,000 - 60,000; Part time

Job summary

IHG Hotels & Resorts in San Francisco seeks a Guest Experience Agent to provide a genuinely memorable guest journey. You will welcome guests, handle bookings, upsell opportunities, and ensure smooth check-in/check-out processes with a focus on personal touches and local knowledge.

The role is on-call, requiring flexibility for night, weekend, and holiday shifts. A positive, tech‑savvy approach and strong communication are essential to delivering exceptional hospitality.

Qualifications

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Fluent in the local language; additional languages a plus, not required.
• Able to read, write, perform basic math and use computers.
• Night, weekend and holiday availability.
• High school diploma required; college degree a bonus.
• At least 1 year in front desk or guest service experience preferred.
• Occasionally lift up to 50 lbs and assist with mobility as needed.

Responsibilities

• Be the warm welcome that starts a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests in person or by phone.
• Take and manage guest bookings and upsell opportunities.
• Handle cash and credit transactions accurately.
• Check guests in and out, collect IDs, hand out keys, and manage safety deposit boxes.
• Record and act on guest preferences and respond to inquiries and concerns.
• Serve as a trusted contact for guests and involve management when needed.
• Follow safety procedures and wear required protective gear.
• Present yourself professionally as a brand ambassador and know today’s events.
• Be aware of daily schedules and assist with ad-hoc duties as needed.

Skills

Customer service

Communication

Problem solving

Flexibility

Tech savvy

Education

High school diploma

Tools

POS system

Job description

IHG Hotels & Resorts in San Francisco seeks a Guest Experience Agent to provide a genuinely memorable guest journey. You will welcome guests, handle bookings, upsell opportunities, and ensure smooth check-in/check-out processes with a focus on personal touches and local knowledge.

The role is on-call, requiring flexibility for night, weekend, and holiday shifts. A positive, tech‑savvy approach and strong communication are essential to delivering exceptional hospitality.