Inter-Continental Corporation · 14 hours ago
Manager, Front Office Operations - InterContinental Mark Hopkins
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$83K/yr - $85K/yr
3+ years expInterContinental is a luxury hotel brand, and they are seeking a Front Office Manager to lead operations in a unionized environment. This role emphasizes delivering exceptional guest experiences, managing Front Desk and related teams, and ensuring compliance with labor agreements while fostering a supportive work culture.
Packaging ServicesSelf-StorageWholesale
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
A full uniform
Impressive room discounts
Some of the best training in the business
Company
Inter-Continental Corporation
Inter-Continental Corporation offers corrugated boxes, wooden pallets, and crates.
51-200 employees
Funding
Current Stage
Growth StageRecent News
MarketScreener
2025-03-31
2025-03-07
Company data provided by crunchbase