Assistant Mgr Front Office - InterContinental Mark Hopkins

Overview

The Assistant Manager of Front Office plays a key leadership role in delivering exceptional guest experiences while supporting the daily operations of the Front Office. This role partners closely with the Director of Front Office to ensure seamless arrivals and departures, elevated service standards, and a welcoming environment that reflects the hotel’s commitment to luxury hospitality. The ideal candidate is a confident, guest-centric leader who thrives in a fast-paced environment and enjoys developing teams while maintaining operational excellence.

• Serve as a visible leader on the floor, engaging with guests and ensuring personalized, memorable experiences
• Resolve guest concerns with professionalism, empathy, and a solutions-oriented mindset
• Anticipate guest needs and proactively address service opportunities
• Uphold brand standards and luxury service expectations at all times

• Assist in overseeing daily Front Office operations including Front Desk, Bell, and Guest Services
• Support check-in/check-out processes to ensure efficiency, accuracy, and warmth
• Monitor room availability, VIP arrivals, special requests, and operational flow
• Ensure compliance with cash handling, audit procedures, and internal controls
• Collaborate with Housekeeping, Engineering, and other departments to ensure operational alignment

• Lead, coach, and support Front Office colleagues to foster engagement and accountability
• Assist with scheduling, coverage planning, and labor management
• Participate in onboarding, training, and performance feedback conversations
• Model professional behavior and reinforce a culture of teamwork, respect, and service excellence

• Assist with reports, forecasts, and operational metrics
• Support implementation of service initiatives, process improvements, and guest satisfaction goals
• Act as Manager on Duty as assigned

Required

• Minimum of 2–3 years of Front Office or Guest Services experience, preferably in a luxury or upscale hotel environment
• Prior supervisory or leadership experience
• Strong guest-service mindset with excellent communication and interpersonal skills
• Ability to remain calm, poised, and decisive in high-pressure situations
• Flexible schedule including evenings, weekends, and holidays

Preferred

• Experience with hotel property management systems (Opera or similar)
• Bachelor’s degree in Hospitality Management or related field
• Multilingual skills a plus

The compensation range for this role is $36.00 to $38.00 per hour.

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 my Wellbeing 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.

• 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…