Front Desk Agent

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About the Role

At InterContinental San Francisco, exceptional hospitality begins the moment a guest arrives. As a Front Desk Agent, you’ll play a vital role in creating memorable stays through personalized service, genuine warmth, and attention to detail.

As one of the first points of contact for our guests, you’ll set the tone for their entire experience. From delivering a seamless check-in to anticipating individual preferences and providing thoughtful local recommendations, you’ll help ensure every guest feels welcomed, valued, and well cared for.

If you’re passionate about hospitality, thrive in a fast-paced environment, and take pride in delivering service that exceeds expectations, we invite you to join our team.

What You’ll Do

• Create exceptional first impressions. Welcome guests with warmth, professionalism, and genuine enthusiasm, setting the stage for a memorable stay.
• Personalize the guest experience. Recognize IHG One Rewards members and returning guests, acknowledge their loyalty, and deliver service tailored to their preferences.
• Deliver seamless arrivals and departures. Manage check-in and check-out efficiently and accurately, verify guest identification, issue room keys, and oversee safety deposit box procedures.
• Maximize guest satisfaction and revenue. Manage reservations, identify upselling opportunities, and confidently recommend room upgrades, amenities, and services that enhance each guest’s stay.
• Handle transactions with accuracy. Process cash and credit card payments, maintain accurate guest accounts, and resolve billing inquiries professionally.
• Anticipate and respond to guest needs. Record preferences, manage messages and requests, answer questions, and address concerns promptly and thoughtfully.
• Be a trusted resource. Provide knowledgeable recommendations on San Francisco’s dining, attractions, transportation, and local experiences while resolving guest concerns and escalating issues when appropriate.
• Stay informed and prepared. Maintain awareness of daily hotel operations, events, activities, and important guest arrivals to provide timely and relevant information.
• Uphold the highest standards. Follow hotel safety, security, and operational procedures, report incidents promptly, and maintain a polished, professional appearance that reflects our brand.
• Support the team. Collaborate across departments and assist with additional duties as needed to ensure smooth operations and an outstanding guest experience.

What We’re Looking For

• A passion for hospitality. You genuinely enjoy helping people and creating positive, memorable experiences.
• Exceptional communication skills. You communicate clearly, listen attentively, and interact with guests and colleagues with warmth, tact, and professionalism.
• A guest-first mindset. You anticipate needs, pay attention to the details, and take ownership of concerns from start to resolution.
• Strong problem-solving abilities. You remain calm under pressure, exercise sound judgment, and turn service challenges into opportunities to exceed expectations.
• Attention to detail and accuracy. You’re comfortable handling financial transactions, maintaining accurate records, and managing multiple priorities.
• Technology proficiency. You have strong basic computer skills and are comfortable learning hotel systems and reservation platforms.
• Flexibility and reliability. You’re available to work a variety of shifts, including nights, weekends, and holidays.
• A professional presence. You take pride in your appearance, conduct, and ability to represent an upscale hospitality brand.
• Language skills. Fluency in the local language is required; additional languages are a plus.
• Education. A high school diploma or equivalent is required. A college or university degree is an advantage.
• Relevant experience. At least one year of front desk, hotel, or guest service experience is preferred. Experience in an upscale or luxury hotel environment is a plus.
• Physical requirements. Ability to lift, push, or pull items weighing up to 50 pounds (23 kg), as well as bend and kneel when necessary, with or without reasonable accommodation.

Why You'll Love Working with IHG Hotels & Resorts at InterContinental San Francisco

The salary range for this position is $36.00 to $37.50. This role is eligible for bonus pay.

We believe in taking care of our colleagues with competitive pay, outstanding benefits, and meaningful career opportunities. Eligible colleagues enjoy:

• FREE medical coverage and heavily subsidized dental, vision, and other insurance beginning the first of the month following your hire date.

• Complimentary chef-prepared meals in our Colleague Dining Room.

• Commuter Benefits Program with company-paid account administration fees to help reduce transportation costs.

• Exclusive IHG One Pass Travel Program, offering deeply discounted room rates at IHG hotels worldwide.

• 50% off food and beverage when traveling on eligible IHG One Pass rates.

• BenefitHub discounts with exclusive savings on shopping, entertainment, travel, fitness memberships, technology, restaurants, and more.

• Two weeks of paid vacation during your first year, with increases to your accrual based on your years of service.

• Wellness and Sick Time accrued each pay period based on the number of hours you work.

• Eleven paid holidays each year.

• 401(k) retirement plan with company matching.

• Paid parental leave to support growing families.

• Training, development, and career advancement opportunities with one of the world's leading hospitality companies.

*Eligibility for benefits depends on terms of employment and/or the collective bargaining agreement, if applicable.   

Hiring Salary: USD 36.00 - 37.50