Front Office Leader: Guest Experience & Revenue Growth

InterContinental Hotels Group; Washington (District of Columbia); On-site; USD 79,000 - 85,000; Full time

Benefits offered by this job

Room discounts

Health insurance

401k plan

Paid time off

Training programs

Job summary

The Willard InterContinental Washington, DC, part of IHG Hotels & Resorts, seeks a Front Office Manager to own the guest experience from registration to concierge services. You’ll create a warm, home-like atmosphere across our DC property and lead a dynamic front desk team.

Key duties include coaching staff for memorable service, resolving guest issues, ensuring smooth operations, and driving revenue through up-selling and efficient front desk management.

Qualifications

• Bachelor’s degree in Hotel Management or Business Administration.
• 3 years of Front Office/Guest Service experience including management experience.
• Must speak fluent English; additional languages are a plus.

Responsibilities

• Lead and coach the front office team to deliver memorable guest experiences and warm welcomes.
• Engage with guests to build relationships and resolve complaints.
• Conduct regular front office inspections to ensure first impressions are strong.
• Assist in budget preparation and identify opportunities to drive revenue from walk-ins and up-selling.
• Train team members on PBX procedures and lead during emergencies or crises.
• Report to the Director of Rooms and manage a multi-specialty front desk team.

Skills

Front Office/Guest Service experience

Management experience

Fluent English

Education

Bachelor’s degree in Hotel Management/ Business Administration

Job description

The Willard InterContinental Washington, DC, part of IHG Hotels & Resorts, seeks a Front Office Manager to own the guest experience from registration to concierge services. You’ll create a warm, home-like atmosphere across our DC property and lead a dynamic front desk team.

Key duties include coaching staff for memorable service, resolving guest issues, ensuring smooth operations, and driving revenue through up-selling and efficient front desk management.