Job Description
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data-teams="true">About Us
data-teams="true">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.
A little about your
day-to-day:
- 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.
