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About the Role

The Guest Service Agent is responsible for providing consistent excellent service to guests and clients before arrival, upon arrival, and during their stay, from check-in to checkout. This employee will be responsible for registration, checkout, and cashiering.

Responsibilities

Welcome and register guests expeditiously, provide information, and confirm/modify registration details.
Answer guest questions accurately and resolve problems promptly to ensure satisfaction.
Upsell guest rooms, food & beverage outlets, and hotel promotions.
Make reservations for guests and provide concierge services.
Communicate with other hotel departments to maintain high guest satisfaction.
Respond quickly to guest requests in a friendly manner and follow up to ensure satisfaction.
Maintain a deep understanding of hotel history, services, facility information, rates, and packages.
Manage and control the security of hotel room keys and maintain guest confidentiality.
Display a customer service attitude that goes above and beyond for guests.
Process mail, messages, faxes, and packages, and complete daily checklists.
Manage cash/credit transactions and maintain a personal bank.
Accept payment for guest accounts, including third-party and advance purchase reservations.
Maintain a house bank, make deposits, and provide accurate reports of receipts daily.
Complete all shift work and reports, balancing workflow and paperwork by the end of the shift.
Maintain cleanliness of work areas, including the lobby and coffee/water stations.
Develop and maintain positive working relationships with others and support the team to reach goals.

Requirements

Previous experience working in a luxury hotel environment.
Ability to work flexible shifts, including weekends and holidays.
Excellent verbal and written communication skills.
Knowledge of basic math and analytical skills.
Basic computational ability and basic computer skills.
Ability to work on PMS (Property Management System) software.
Experience with Opera is a plus.
Strong analytical and problem-solving skills.
Ability to stand for up to 8 hours at a time while maintaining a positive attitude.

Skills

Registration
Guest Support
Revenue & Upselling
Guest Services
Communication
Responsiveness
Hotel Knowledge
Security
Service Standards
Administrative
Cashiering & Finance
Reporting
Maintenance
Teamwork
Property Management System (PMS) software
Opera (plus)

Location

San Francisco

Work Type

Full-time

Experience Level

Previous experience in a luxury hotel environment required

About the Company

Since opening in 1928 as the iconic Sir Francis Drake Hotel, this landmark has been at the heart of San Francisco’s cultural and social scene.
Reborn in early 2022 as Beacon Grand, A Union Square Hotel, it has reclaimed its legendary status with thoughtful restoration, inspired design, and a renewed reputation for luxury and hospitality excellence.
Recognized industry-wide for its transformative comeback, Beacon Grand has already earned acclaim for its elevated guest experience and standout public spaces, including award recognition for design, service, and culinary innovation.
Located in the beating heart of Union Square, Beacon Grand is more than a hotel, it’s a cultural destination that blends storied heritage with contemporary style.
From its beautifully reimagined guestrooms and suites to its celebrated dining venues and vibrant social spaces, Beacon Grand strikes the perfect balance of timeless elegance and modern energy.
The Starlite Room, long a legendary name in San Francisco nightlife, once again shines as an “anchor in the sky,” drawing guests and locals alike with its elevated atmosphere and unforgettable views.
As cable cars rumble past the front doors and guests return to enjoy the next chapter of this historic address, Beacon Grand continues to evolve with fresh experiences, programming, and enhancements that keep it at the forefront of luxury hospitality.
This is a once-in-a-generation opportunity to join a hand-picked guest services team of hospitality innovators and play a central role in shaping the future of one of San Francisco’s most celebrated hotels.

Equal Opportunity

Northview Hotel Group is an equal opportunity employer committed to diversity and inclusion in the workplace.
We prohibit discrimination and harassment of any kind based on any characteristic as outlined by federal, state, or local laws.