IHG Hotels & Resorts · 10 hours ago
Manager, Front Office Operations - InterContinental Mark Hopkins
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$83K/yr - $85K/yr
3+ years expIHG Hotels & Resorts is a leading hospitality company, and they are seeking a Manager for Front Office Operations at the InterContinental Mark Hopkins. This role involves leading Front Office operations to deliver exceptional guest experiences while ensuring compliance with union guidelines and fostering a collaborative work environment.
HospitalityHotelRestaurants
Responsibilities
Champion personalized, elevated guest experiences that reflect luxury brand standards and Inspire Incredible values
Serve as a visible leader, engaging with guests and resolving concerns with empathy, professionalism, and confidence
Anticipate guest needs by partnering with Revenue, Housekeeping, and Sales to manage VIP arrivals, groups, and special requests
Reinforce service rituals, brand standards, and luxury touchpoints across all Front Office interactions
Oversee daily Front Office operations including Front Desk, Bell/Door, PBX, and Concierge
Ensure efficient and welcoming check-in/check-out processes while maintaining accuracy and compliance
Monitor room inventory, arrivals/departures, VIPs, and overall operational flow
Ensure compliance with collective bargaining agreements, cash handling procedures, safety standards, and internal controls
Support scheduling, shift coverage, and labor planning in alignment with business needs and union guidelines
Administer Front Office operations in accordance with the applicable collective bargaining agreement
Partner with People & Culture to support contract adherence, seniority practices, bidding, and overtime guidelines
Address employee concerns in a timely, respectful, and solutions-oriented manner
Participate in investigations, grievance meetings, and corrective action processes as needed, in collaboration with People & Culture
Recruit, onboard, train, and develop Front Office leaders and colleagues
Embrace Empowerment by coaching team to make sound decisions and own the guest experience
Provide ongoing feedback, performance evaluations, and development planning
Foster an inclusive, respectful work environment grounded in trust, accountability, and teamwork
Manage departmental budgets, forecasts, and key performance indicators
Analyze guest satisfaction trends and operational data to identify opportunities for improvement
Invite Discovery by introducing innovative service enhancements and process improvements
Serve as Manager on Duty as scheduled, acting as a senior leader for the hotel
Champion Possibility by supporting hotel-wide initiatives that elevate both colleague and guest experiences
Qualification
Required
Minimum of 3–5 years of Front Office experience, including management experience in a unionized luxury or upscale hotel environment
Strong working knowledge of collective bargaining agreements and labor practices
Proven ability to lead teams with professionalism, consistency, and fairness
Excellent communication, conflict-resolution, and problem-solving skills
Ability to work a flexible schedule including evenings, weekends, and holidays
Preferred
Experience with Opera or similar property management systems
Bachelor's degree in Hospitality Management, Business, or related field
Multilingual abilities strongly preferred
Benefits
Full uniform
Impressive room discounts
Some of the best training in the business
Company
IHG Hotels & Resorts
IHG Hotels & Resorts is a global hotel company with the mission of providing True Hospitality for Good.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Elie W. Maalouf
Chief Executive Officer
Dana Shefsky
Head of Customer and Partner Experience
Recent News
Hotel Management Network
2026-01-19
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