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Guest Service Agent

Job Code: 2877
Location: Hotel Emblem
Department: Front Office


BE BOLD WITH US!    Join Hotel Emblem and Viceroy Hotel Group team today as our Full-time Guest Service Agent!


Beginning a career at Viceroy isn't just taking a new step. It's making a statement. Strike out and do what hasn't been done before. Create a sensation.
Viceroy is an exciting place to work. Because we didn't move to the forefront of the luxury hospitality industry by being simply ordinary. We got there because we are proud and ambitious. We defy expectations. We come up with new ideas and don't stop until they're a reality. We say yes when others dare not.
Does this sound like you, too? Good. Let's talk. 



The 96-room property, formerly Hotel Rex, will re-open in early 2019 after an extensive renovation and re-brand inspired by the Beat Generation. San Francisco’s famous cultural movement awoke the nation’s rebellious side, and Hotel Emblem will bring the vibe back as a free-thinking enclave brimming with creative design elements and modern provocations. 

Every corner of Hotel Emblem is being reimagined to spark conversation and empower guests to think and act boldly. Experiences include a cocktail-focused lounge, lobby with a book-filled Writer’s Alcove, and stylishly eclectic guestrooms. Throughout the spaces, guests will be inspired by figurative and literal pages from the works that defined the Beat Generation. In addition to setting a counterculture scene, the hotel offers the warm hospitality that Viceroy guests are accustomed to, along with unique access to the best San Francisco has to offer.

Hotel Emblem is ideally located in the heart of the city, at the confluence of two storied neighborhoods, Union Square and Nob Hill, and mere blocks away from Jackson Square, the historic and culturally rich epicenter of the Beat Generation. The hotel is owned by DiamondRock Hospitality Company and is newly a member of The Viceroy Urban Retreats, poised to redefine the modern hotel experience.



The primary role of our Guest Service Agent is to act as a key hotel ambassador during the guest arrival and departure processes and throughout the guest’s stay. Reporting to the Front Office Manager, this position will ensure exceptional customer service while demonstrating accuracy and efficiency.



  • Welcoming, greeting and escorting guests.
  • Performing a seamless guest arrival process, collecting and confirming pertinent guest information and addressing all requests in a thoughtful and gracious manner.
  • Ensuring an efficient and professional guest departure process, settling final accounts, offering personal assistance on future reservations, and taking immediate ownership of guest concerns.
  • Actively listening and immediately responding to all guest inquiries and issues.
  • Handling all incoming telephone calls and inquiries.
  • Providing Concierge services.
  • Performing additional duties, as assigned.



  • High school diploma or equivalent.
  • Minimum two years of experience within Guest Reception or a similar position required, preferably a luxury hotel setting.
  • Excellent guest service skills.
  • Ability to build and fosters relationships.
  • Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
  • Excellent ability to communicate clearly, concisely, and openly in all interactions.
  • Strong organizational skills and demonstrated ability to multi-task and prioritize in a fast-paced work environment.
  • Excels in a team environment.
  • Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
  • Ability to work a flexible full-time schedule to include AM, PM and Overnight shifts (if necessary), as well as weekends and holidays.
  • Ability to maintain confidentiality of all guests and hotel information.
  • Technologically savvy and computer literate.
  • Previous experience in a similar position within a luxury hotel environment an asset.


Hotel Emblem is located at 562 Sutter Street in San Francisco, CA. 


We offer a wide variety of benefits to our full-time colleagues including medical, dental, vision, life insurance, travel benefits, a matching 401k and more!

See our extraordinary hotels at !

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success.  



Employer will consider all qualified applicants in a manner that adheres to the regulations and requirements of the Fair Chance Ordinance .

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