On-Call Guest Experience Specialist

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

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.