Concierge - InterContinental Mark Hopkins

About Us

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 Concierge creates memorable guest experiences through thoughtful recommendations, personalized arrangements, and warm, intuitive service. As a knowledgeable resource for the hotel and surrounding destination, this position assists guests with dining, transportation, entertainment, cultural experiences, and special requests.

With exceptional attention to detail, discretion, and a passion for hospitality, the Concierge anticipates guest needs and delivers seamless service that reflects the standards of a luxury hotel.

A little about your day to day 

Personalized Guest Service

Welcome guests warmly and provide attentive, personalized assistance throughout their stay.
Learn guest preferences and anticipate opportunities to enhance their experience.
Respond to requests in person, by telephone, and through hotel-approved digital communication channels.
Follow through on arrangements, confirm details, and communicate updates promptly.
Address guest concerns with empathy and sound judgment, involving leadership when appropriate.
Recognize returning guests and special occasions, coordinating thoughtful touches with relevant departments.

Recommendations and Arrangements

Provide informed recommendations for restaurants, attractions, shopping, cultural activities, entertainment, and local experiences.
Arrange dining reservations, transportation, tours, tickets, floral deliveries, and other requested services.
Develop customized itineraries that reflect guest interests, preferences, accessibility needs, and schedules.
Clearly explain pricing, cancellation terms, availability, and other relevant conditions before confirming arrangements.
Coordinate special requests with hotel departments and approved service providers.
Offer suitable alternatives when a requested reservation or experience is unavailable.

Destination Knowledge and Professional Relationships

Maintain current knowledge of hotel amenities, services, operating hours, promotions, and local events.
Build professional relationships with restaurants, cultural venues, transportation providers, and other local businesses.
Evaluate recommendations for quality, reliability, and suitability for the guest.
Follow hotel standards concerning preferred vendors, referral practices, gifts, and conflicts of interest.
Keep concierge resources and destination information accurate and organized.

Communication and Coordination

Collaborate with Front Office, Bell Services, Valet, Housekeeping, Food & Beverage, and other departments to ensure seamless service.
Document guest requests, preferences, arrangements, and follow-up needs accurately in approved hotel systems.
Provide thorough shift handovers, highlighting outstanding requests and time-sensitive arrangements.
Coordinate with designated teams on arrivals, departures, deliveries, and special occasions.
Maintain guest confidentiality and handle personal information with discretion.

Operational Standards

Maintain a polished, organized, and welcoming concierge desk and work area.
Follow hotel procedures for reservations, payments, guest authorizations, deliveries, and recordkeeping.
Handle guest items entrusted to the concierge according to hotel procedures.
Report safety concerns, unusual activity, and service issues promptly.
Maintain professional grooming, appearance, and conduct consistent with luxury hospitality standards.
Perform other related duties as assigned.

Qualifications

Previous concierge, guest relations, front office, or related hospitality experience preferred; luxury hotel experience is a plus.
Strong knowledge of the local destination, including dining, entertainment, transportation, and cultural offerings.
Excellent interpersonal, communication, and guest service skills.
Ability to personalize recommendations for guests with varied interests and backgrounds.
Strong organization, attention to detail, and follow-through.
Resourcefulness and sound judgment when managing complex or time-sensitive requests.
Ability to remain composed, professional, and discreet in a fast-paced environment.
Proficiency with hotel systems, reservation platforms, and standard computer applications, or the ability to learn them.
Additional language skills preferred.

Physical Requirements and Work Environment

Frequent standing, walking, and movement throughout guest and service areas.
Regular use of computers, telephones, and other communication equipment.
Occasional handling and transport of guest amenities, packages, and supplies using appropriate equipment or assistance.
Ability to manage multiple guest interactions and requests in an active hotel environment.

Schedule Requirements

Must be available to work a flexible schedule based on business needs, including early mornings, evenings, weekends, and holidays.

Service Expectations

Create a sense of welcome and belonging through genuine connection, thoughtful recommendations, and reliable follow-through. Deliver each interaction with warmth, discretion, and a commitment to making every guest’s stay exceptional.

What We Offer

The hourly pay range for this role is $36 per hour - $38 per hour. This range is only applicable for jobs to be performed at InterContinental Mark Hopkins in San Francisco, CA. 

Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most important, we'll give you room to be yourself. 

So, what's your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, veteran status or any other characteristic protected by law. This employer follows the Los Angeles Fair Chance Ordinance and California Fair Chance Act. All qualified applicants, including those with arrest or conviction records, will be considered.