Manager, Front Office Operations - InterContinental Mark Hopkins

Overview

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.

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

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

• 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

The annualized compensation range for this role is $83,000.00 - $86,000.00.

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