Job Description

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.

What You’ll Do

• 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: To anticipate needs, resolve concerns, and ensure an exceptional stay.

  • Regulatory agencies: As required regarding safety, security, and emergency matters.

  • Professional and community organizations, local media, and other contacts: As appropriate for the hotel and its business needs.

• 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.

Who We’re Looking For

You are a confident, service-oriented hospitality leader who understands that luxury is defined by both exceptional standards and genuine human connection. You bring a strong operational mindset, an eye for detail, and the ability to inspire a team while remaining composed and solutions-focused in a fast-paced environment.

Qualifications & Experience

• 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.

Physical & Operational Requirements

This position requires the ability to:

• Remain standing and mobile throughout the Front Office and guest-facing areas for extended periods.

• Lift and carry items weighing up to 50 pounds.

• Handle a variety of objects and equipment required for daily operations.

• Use a keyboard and operate property management, reservation, and other hotel systems.

Additional Skills & Expectations

• Communicate confidently and professionally with guests, colleagues, and third parties in a manner that reflects positively on the hotel, brand, and company.

• Read, write, and interpret information effectively when completing reports and documentation, analyzing results, providing and receiving instructions, and conducting training.

• Apply basic mathematical skills, including budgeting, percentages, profit and loss concepts, and variance analysis.

• Demonstrate strong problem-solving, decision-making, organizational, motivational, and training skills.

• Maintain composure and sound judgment while managing competing priorities and responding to guest and operational needs.

• Flexibility to work nights, weekends, holidays, and varying schedules as required by hotel operations.

Why You'll Love Working with IHG Hotels & Resorts at InterContinental San Francisco

The salary range for this position is $75,000 to $80,000. This role is eligible for bonus pay.

We believe in taking care of our colleagues with competitive pay, outstanding benefits, and meaningful career opportunities. Eligible colleagues enjoy:

• 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.

*Eligibility for benefits depends on terms of employment and/or the collective bargaining agreement, if applicable.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?