Manager, Front Office Operations - InterContinental Mark Hopkins
Hotel Brand: InterContinental
Location: United States, California, San Francisco
Hotel: Mark Hopkins San Francisco (SFOHA), 999 California St, 94108
Job number: 158086
Position Summary
The Front Office Manager leads Front Office operations in a unionized luxury hotel environment, delivering exceptional guest experiences while fostering a culture rooted in Inspire Incredible—Invite Discovery, Embrace Empowerment, and Champion Possibility. This role provides visible, hands-on leadership to Front Desk, Bell/Door and PBX teams ensuring seamless operations, consistent service excellence, and strong labor partnership. The ideal candidate is a thoughtful leader who balances guest satisfaction, operational discipline, and respectful union collaboration.
Key Responsibilities
Guest Experience & Service Excellence
- 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
Front Office Operations
- 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
Labor Relations & Union Partnership
- 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
Leadership & Talent Development
- 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
Administrative, Financial & Strategic Oversight
- 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
Qualifications
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
What Success Looks Like in This Role
- Guests consistently experience seamless, luxury-level service
- Front Office teams feel respected, supported, and empowered
- Union relationships are collaborative, compliant, and solutions-focused
- Operations run smoothly with strong financial and labor discipline
- Inspire Incredible values are visible in daily behaviors, decisions, and outcomes
What you can expect from us:
The annualized compensation range for this role is $83,000.00 - $86,000.00.
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information:
- The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
- No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
- If you require reasonable accommodation during the application process, please click here.
- IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
- If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
