Assistant Manager, Front Office ($75K-$80K/yr. - InterContinental San Francisco

IHG • San Francisco, CA

1d • $75,000 - $80,000 • Onsite

About The Position

In this pivotal people leadership role, you will support the leadership and daily operations of the Front Office, overseeing key guest-facing areas including Guest Registration, Bell Services, Concierge Services, the InterContinental Club Lounge, and Guest Reservations. You will help lead a team dedicated to creating exceptional, personalized experiences while driving operational excellence, colleague engagement, and hotel profitability. As a visible and inspiring leader, you will champion the highest standards of luxury hospitality, ensuring every guest interaction reflects our brand promise and commitment to genuine care. You will uphold all brand standards, service expectations, and Front Office presentation requirements, while serving as the Director of Front Office in their absence. Through your leadership, presence, and attention to detail, you will empower colleagues to anticipate guest needs and deliver thoughtful, memorable service at every touchpoint.

Requirements

• Bachelor’s degree in Hotel Management, Hospitality, Business Administration, or a related field preferred.
• A minimum of two years of Front Office or Guest Services experience, including supervisory or leadership experience, or an equivalent combination of education and experience.
• Strong knowledge of luxury hospitality service standards, Front Office operations, guest relations, and hotel systems.
• Exceptional communication and interpersonal skills, with the ability to build positive relationships with guests, colleagues, leadership, and external partners.
• Additional language skills are highly valued.

Responsibilities

• Lead and oversee the day-to-day activities of Front Office colleagues, including the overnight operation when serving as Manager on Duty. Schedule and deploy colleagues to ensure appropriate coverage and consistently high service levels.
• Complete and review the daily safety checklist, ensuring all required procedures are followed and documented each shift.
• Provide leadership and guidance on staffing and People & Culture matters, including recommendations or initiation of salary, disciplinary, performance, and other personnel actions in accordance with company policies and procedures. Escalate potentially serious issues to appropriate leadership.
• Ensure colleagues are thoroughly trained on property management and reservation systems, security and cash-handling procedures, brand and service standards, and all tools and equipment required to perform their roles effectively.
• Champion the guest experience by ensuring every guest receives prompt, professional, and personalized attention. Address guest concerns with empathy and urgency, empower appropriate service recovery, and follow through to achieve total guest satisfaction.
• Conduct regular inspections of the Front Office, Club Lounge, and public areas to ensure presentation and cleanliness consistently reflect the standards of the hotel, brand, and company. Partner with leadership to develop and implement action plans when opportunities are identified.
• Support the achievement of departmental revenue, profitability, and labor goals by monitoring staffing levels, productivity, expenses, and operational performance.
• Maintain and reinforce procedures related to the security of cash, credit, financial transactions, and guest information. Review billing instructions and guest credit for compliance with established hotel credit policies.
• Train colleagues on emergency and crisis communication procedures and serve as a central communications point during emergency situations.
• Foster strong teamwork and cross-departmental collaboration through consistent communication and coordination with Accounting, Revenue Management, Sales & Marketing, Catering, Food & Beverage, Housekeeping, Maintenance, and other operational partners.
• Build and maintain professional relationships with key external contacts, including: Guests, Regulatory agencies, Professional and community organizations, local media, and other contacts.
• Lead by example during high-volume periods, stepping into operational roles and supporting the Front Office team wherever needed.
• Perform other duties and responsibilities as assigned.

Benefits

• FREE medical coverage and heavily subsidized dental, vision, and other insurance beginning the first of the month following your hire date.
• Complimentary chef-prepared meals in our Colleague Dining Room.
• Commuter Benefits Program with company-paid account administration fees to help reduce transportation costs.
• Exclusive IHG One Pass Travel Program, offering deeply discounted room rates at IHG hotels worldwide.
• 50% off food and beverage when traveling on eligible IHG One Pass rates.
• BenefitHub discounts with exclusive savings on shopping, entertainment, travel, fitness memberships, technology, restaurants, and more.
• Two weeks of paid vacation during your first year, with increases to your accrual based on your years of service.
• Wellness and Sick Time accrued each pay period based on the number of hours you work.
• Eleven paid holidays each year.
• 401(k) retirement plan with company matching.
• Paid parental leave to support growing families.
• Training, development, and career advancement opportunities with one of the world's leading hospitality companies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level