Manager, Front Office Operations - InterContinental Mark Hopkins at IHG Career

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Apr, 26

Salary

85000.0

Posted On

25 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Experience, Service Excellence, Front Office Operations, Labor Relations, Union Partnership, Leadership, Talent Development, Financial Oversight, Conflict Resolution, Problem Solving, Communication, Coaching, Team Management, Operational Discipline, Empowerment, Inclusivity

Industry

Hospitality

Description

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 - $85,000.00. 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.

Responsibilities

The Front Office Manager oversees daily operations of the Front Office teams, ensuring exceptional guest experiences and compliance with labor agreements. They also manage departmental budgets and analyze operational data for continuous improvement.