Guest Relations Representative - InterContinental San Francisco at IHG in San Francisco, California

Job Description:

About us

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Your day to day

You will be responsible for establishing deep and lasting relationships with each of our VIPs.  The desire to consistently curate memorable experiences is key to your success.  Each day you will... 

- Present a professional, approachable and friendly manner to all guests.

- Identify return guests and VIPs.

- Coordinate the arrival guest list of the day (and week) and assigns rooms accordingly, taking all guest requests and special reservation notes into consideration.

- Coordinate early arrival rooms and waiting rooms with appropriate departments (e.g. Housekeeping, Engineering and Food and Beverage Department) during the day, to avoid long waiting times for guests.

- Arrange a smooth, daily turnover in rooms, to avoid guest waiting time.

- Control the hotel occupancy and balances overbooking in room categories day-by-day

- Communicate with Front Office, Room Service, Housekeeping about arriving VIP guests or any changes/needs to their stay.

- Take good care of any guest complaints independently ensuring guest satisfaction.

- Assist VIP guests as required with, but not limited to: theater/airline/rail tickets, and restaurant reservations.

- Coordinate transportation and other services offered by the hotel, which require outside assistance. Provide guests with information on outside facilities.

- Arrange for outside errands requested by guests.

- Handle all guests' services, such as mail, keys, postage, messages and paging.

- Remain aware of all activities taking place in the hotel; become intensely familiar with the daily function sheet and VIP arrivals.

- Perform other duties, tasks and special projects as assigned. 

What we need from you

Must have a minimum of two year's experience in the same or similar role. 

You must possess a high attention to detail and be able to consistently follow-up with guests, as well as colleagues at all levels of the organization.

Above average communication skills in English - both verbally and in writing - are required. 

You must possess a highly positive, professional and friendly image, while being yourself.

Ability to work well under pressure, think clearly, quickly and make concise decisions

 

What we offer

We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training.

Join us and you’ll become part of the family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.