Luxury Front Desk Experience Specialist

IHG Hotels & Resorts; San Francisco (CA); On-site; USD 43,000 - 61,000; Full time

Benefits offered by this job

Hotel discounts worldwide

Job summary

IHG Hotels & Resorts’ luxury property in San Francisco seeks a Guest Experience Agent. The role focuses on welcoming guests, managing arrivals and departures, and delivering personalized service with discretion in a high-end setting.

You will engage with guests across inquiries and services, coordinate with housekeeping and Concierge, and help with reservations, billing, and guest records while upholding luxury standards.

Qualifications

• Previous front desk, guest services, or customer service experience preferred.
• Luxury hospitality experience is a plus.
• Strong interpersonal skills and a genuine commitment to personalized service.
• Clear verbal and written communication skills.
• Ability to manage multiple requests, prioritize effectively, and remain composed in a fast-paced environment.
• Proficiency with computers and the ability to learn property management systems and other hotel applications.

Responsibilities

• Greet guests warmly and manage arrivals and departures.
• Respond to inquiries in person, by phone, and through hotel channels.
• Explain hotel amenities, services, dining options, and stay details.
• Coordinate with Housekeeping and Bell Services for room readiness and smooth arrivals/departures.
• Maintain accurate guest profiles, reservations, and service notes in hotel systems.
• Post charges, process payments, and review folios for accuracy.
• Collaborate with other departments to coordinate guest needs.
• Follow safety procedures and protect guest privacy.
• Be flexible with schedule, including mornings, evenings, weekends, and holidays.

Skills

Front desk experience

Guest services

Customer service

Interpersonal skills

Multitasking

Discretion

Communication (verbal)

Tools

Property management systems

Job description

IHG Hotels & Resorts’ luxury property in San Francisco seeks a Guest Experience Agent. The role focuses on welcoming guests, managing arrivals and departures, and delivering personalized service with discretion in a high-end setting.

You will engage with guests across inquiries and services, coordinate with housekeeping and Concierge, and help with reservations, billing, and guest records while upholding luxury standards.