Manager, Guest Experience - InterContinental Mark Hopkins

IHG•San Francisco, CA

3h•$83,000 - $87,000•Onsite

About The Position

Perched atop historic Nob Hill, InterContinental Mark Hopkins San Francisco has been a celebrated landmark since 1926. Renowned for its timeless elegance, rich traditions, and breathtaking views, the hotel has welcomed generations of travelers, dignitaries, and locals alike. Deeply woven into the fabric of San Francisco, the Mark Hopkins reflects the city’s spirit of innovation, resilience, and hospitality while preserving the heritage that has made it one of the most iconic destinations on the West Coast. Joining our team means becoming part of a nearly century-long legacy of creating memorable experiences in one of the world’s most celebrated cities. We are seeking a Front Office Manager who is passionate about creating memorable guest experiences while leading a high-performing team dedicated to service excellence. The Guest Experience Manager is responsible for overseeing all front office operations, including Front Desk, PBX, Concierge, and Door Services. This leader serves as a visible presence in the lobby, ensuring every guest interaction reflects the highest standards of luxury hospitality. Success in this role requires a hands-on leader who inspires colleagues, anticipates guest needs, and fosters a culture of personalized service.

Requirements

Minimum 3 years of progressive Front Office leadership experience, preferably within a luxury or upscale hotel environment.
Demonstrated passion for guest service and creating memorable experiences.
Strong leadership, coaching, and team development skills.
Exceptional communication and interpersonal abilities.
Proven ability to resolve guest concerns with professionalism, empathy, and sound judgment.
Strong organizational skills with the ability to prioritize and manage multiple responsibilities.
Knowledge of hotel property management systems and front office operations.
Flexibility to work evenings, weekends, holidays, and varied schedules based on business needs.
Experience leading teams represented by Collective Bargaining Agreements.

Nice To Haves

A genuine passion for hospitality and service.
The ability to build meaningful connections with guests and colleagues.
A visible, hands-on leadership style.
A commitment to creating a culture of excellence, accountability, and care.
The desire to inspire teams to consistently deliver extraordinary experiences.
Experience leading housekeeping teams.

Responsibilities

Champion a guest-centric culture that delivers personalized, memorable, and luxury-level experiences.
Serve as a visible leader in the lobby and guest arrival areas, engaging with guests and resolving concerns with professionalism and urgency.
Anticipate guest needs and identify opportunities to exceed expectations throughout the guest journey.
Partner with operational departments to ensure seamless service delivery from arrival through departure.
Review guest feedback, online reviews, and service recovery opportunities to drive continuous improvement.
Lead service recovery efforts, empowering team members to resolve concerns and create positive outcomes.
Monitor VIP arrivals, special requests, and guest preferences to ensure exceptional execution.
Recruit, train, coach, and develop front office colleagues to deliver outstanding service and achieve performance goals.
Foster an environment of accountability, engagement, recognition, and continuous learning.
Conduct regular coaching conversations, performance evaluations, and development planning.
Lead daily pre-shift meetings focused on service standards, guest arrivals, operational priorities, and team recognition.
Model luxury hospitality behaviors and create a culture where colleagues feel empowered to deliver exceptional experiences.
Oversee daily Front Office operations, ensuring efficient and effective service delivery.
Ensure compliance with hotel policies, brand standards, and operational procedures.
Monitor staffing levels and scheduling to align with business demands while maintaining service excellence.
Collaborate closely with Housekeeping, Engineering, Food & Beverage, Security, and Sales teams to support hotel operations.
Maintain accurate room inventory management and partner with Revenue Management to maximize revenue opportunities.
Ensure proper handling of cash, billing, guest accounts, and financial transactions.
Drive guest satisfaction metrics, loyalty enrollment goals, and service excellence initiatives.
Analyze operational reports, guest feedback, and performance data to identify trends and opportunities.
Manage departmental labor and operating expenses while maintaining exceptional service standards.
Support revenue enhancement efforts through room upselling and personalized guest recommendations.