Front Office Supervisor & Guest Experience Lead

IHG Hotels & Resorts; San Francisco (CA); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical and Pharmacy insurance

Dental and Vision insurance

401(k) Plan

Job summary

IHG Hotels & Resorts in San Francisco is seeking a Front Office Manager to oversee day‑to‑day operations of the front desk and related areas. You will supervise staff, ensure service excellence, and maintain brand standards while maximizing profitability.

The role requires a Bachelor's degree in Hotel Management or related field and at least two years of front office/guest services experience with supervisory responsibilities. English is essential; other languages are a plus.

Qualifications

• Bachelor's degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience.
• English communication required; other languages are a plus.

Responsibilities

• Assist in managing front office operations and ensure guest satisfaction and hotel profitability.
• Oversee desk, registration, bell services, concierge, and reservations; act as Director of Front Office in absence of leadership.
• Schedule staff and ensure proper coverage; monitor safety and security procedures.
• Train staff on systems, cash handling, service standards and tools; maintain brand standards.
• Respond to guest complaints with appropriate service recovery; monitor guest experience and action plans.
• Coordinate with Accounting, Revenue Management, Sales & Marketing, F&B, Housekeeping, Maintenance.
• May work nights, weekends, or holidays.

Skills

Customer service

Team leadership

Staff supervision

Communication

Education

Bachelor's degree in Hotel Management or related field

Tools

Property management systems

Job description

IHG Hotels & Resorts in San Francisco is seeking a Front Office Manager to oversee day‑to‑day operations of the front desk and related areas. You will supervise staff, ensure service excellence, and maintain brand standards while maximizing profitability.

The role requires a Bachelor's degree in Hotel Management or related field and at least two years of front office/guest services experience with supervisory responsibilities. English is essential; other languages are a plus.