Front Office Manager - InterContinental Mark Hopkins

Role Purpose

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office by overseeing the daily operations of the department, including the Front Desk, Concierge, and Guest Services (Guest Relations, Telecommunications, Door, and Bell Services). The role ensures exceptional guest experience, manages labor relations effectively, and supports efficient departmental functioning. As the primary point of contact for guests, the Front Office Manager works closely with the Director of Front Office to uphold luxury service standards, achieve operational goals, and foster team development. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Key Accountabilities

People

• Have full understanding of staffing standards for all positions. Prepare and manage staff schedules to ensure adequate coverage while optimizing labor efficiency.
• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure your team are properly trained on systems, security, service and quality standards.
• Assist with the recruitment, onboarding, and training of new team members.

Operational Management

• Manage daily operations of the Front Office to ensure smooth workflow and service excellence.
• Oversee guest experience including but not limited to guest arrivals and departures, room allocation, and billing processes, ensuring accuracy and efficiency.
• Collaborate with other departments, such as Housekeeping and Engineering, to ensure timely room readiness and guest satisfaction.
• Ensure compliance with brand standards and standard operating procedures (SOPs) for all front office functions.

Guest Experience

• Ensure your front office team delivers a great service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Supervise and mentor front office team members, including Assistant Front Office Managers, Front Desk Agents and Guest Service Staff.
• Conduct daily pre-shift briefings to communicate goals, guest expectations, and important updates.
• Provide training and coaching to ensure high service standards and team effectiveness.
• Support team performance through regular feedback, recognition, and performance evaluations.
• Act as a primary point of contact for guests, handling inquiries, special requests, and service recovery with professionalism and care.
• Monitor and address guest feedback to continuously improve service delivery. When compensation is needed, it is the responsibility of the Front Office Manager to ensure the compensation is reasonable at minimum as part of the expenses control.
• Ensure VIP arrivals are handled with personalized attention, creating memorable experiences.
• Promote and oversee loyalty program enrollments and engagement.

Financial

• Assist the Director of Front Office in monitoring daily financial performance, including revenue from upselling and ancillary services.
• Monitor and manage timekeeping, ensuring compliance with labor laws and budgeted labor costs.
• Prepare shift and operational reports, highlighting key performance metrics and areas for improvement.
• Identify opportunities to enhance efficiency and achieve departmental financial goals.
• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Maintain inventory of Front Office Supplies including but not limited to guestroom key cards, key packets, office supplies, stationery, and guest welcome materials.
• Coordinate replenishment of supplies to avoid shortages while controlling costs.
• Implement procedures to minimize waste and improve operational efficiency.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned. May also serve as manager on duty.

Key Skills & Experiences

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 2 years of Front Office/Guest Service experience including management experience
• Must speak fluent English
• Other languages preferred
  

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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.