Assistant Manager, Front Office

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.
• https://careers.ihg.com/en/job-details/?jobref=Assistant+Manager+Front+Office+%2475K-%2480Kyr.+-+InterContinental+San+Francisco%7cUS%7c167842#175612