IHG Asst. Front Office Manager - Holiday Inns @ Fisherman's Wharf, San Francisco, CA in San Francisco, California


We currently have a position available as Assistant Front Office Manager representing two IHG company-managed hotels in San Francisco : Holiday Inn Fisherman's Wharf and Holiday Inn Express Hotel & Suites Fisherman’s Wharf . As part of a dynamic team, this exciting position is responsible for Guest Experience, Service Training, Leadership of staff to enhance memorable Guest Experience. Lead inspiring team meetings resulting in positive guest scores. Must be able to execute tactical administrative and leadership functions and strategize to maximize highest level of customer service. Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Serve as Front Office Manager in his/her absence.

InterContinental Hotels Group (IHG) is a world leader in hospitality with over 3,500 hotels offering close to half a million guest rooms in nearly 100 countries. Our award-winning brands satisfy the full spectrum of accommodation needs, ranging from luxury to extended stay with properties including InterContinental, Crowne Plaza, Staybridge, Candlewood, Indigo, Holiday Inn and Holiday Inn Express. All of our hotels have one thing in common: they are “Great Hotels Guests Love.” ©

IHG offers “Room to Grow” © meaning career opportunities to help talented people learn and advance. By bringing your expertise and passion to any one of our brands, you become part of our success, helping us to achieve our vision: to be the most preferred, admired and successful hotel company the world over.

Best Location: Holiday Inn Fisherman's Wharf and Holiday Inn Express Hotel & Suites are within a block of one another and are only steps from world-class attractions such as Pier 39, the famous Cable Cars, Ghirardelli Square and ferry service to Alcatraz and the Golden Gate Bridge, not to mention the unique shops, restaurants and fun spots of Fisherman’s Wharf! Guests and event planners also enjoy proximity to Chinatown, North Beach and Union Square shopping district with plenty of public transportation options right outside the door.

Holiday Inn Fisherman's Wharf offers 585 guest rooms, with nearly 5,000 square feet of meeting and event space for up to 250 people. Amenities include Bristol Bar & Grill, outdoor heated pool and sundeck, fitness center, concierge, plus complimentary high-speed wireless internet access and onsite business center.

Holiday Inn Express Hotel & Suites offers 252 guest rooms and suites, with over 2,000 square feet of meeting and event space ideal for smaller “smart” meetings and seminars. Amenities include complimentary buffet breakfast daily, complimentary local and toll-free calls, complimentary business center and high-speed internet, and a complimentary fitness center.

Duties and Responsibilities

Assist in managing the day-to-day activities of the Front Office/Reservations staff. Schedule employees to ensure proper coverage.

Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.

Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.

Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.

Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies.

Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.

Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.

Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.

Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.

Sales Department Client Interaction

Social Listening management.

Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

Interact with outside contacts:

Guests – to ensure their total satisfaction

Regulatory agencies – regarding safety and emergency matters

Other contacts as needed (professional organization, community groups, local media)

May serve as “manager on duty” as required.

Perform other duties as assigned including assisting staff with their job functions during peak periods.


This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. Typically supervises front desk agents, and/or bell-persons, reservationists, concierge representatives, PBX, etc.


Job Qualifications and Requirements

Looking for a unique combination of creativity, organization skills, and attention to detail. Bachelor’s degree in Hotel Management, Business Administration or related field plus threes front office/guest services/reservations experience, or an equivalent combination of education and experience. Must have strong interpersonal skills, including demonstrably clear oral and written communication skills. Must have computer skills (Microsoft Outlook, Word and Excel) Will be required to work in a fast-paced, high energy environment where the ability to multi-task is essential. Must speak fluent English. Other languages preferred. Must be available to work nights, weekends, and/or holidays .

This job requires ability to perform the following:

  • Frequently standing up behind the desk and front office areas

  • Carrying or lifting items weighing up to 50 pounds

  • Handling various objects

  • Use a keyboard to operate various property management and reservations systems, etc.

  • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company

  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.

  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.

  • Problem solving, reasoning, motivating, organizational and training abilities are used often.

  • Must be available to work nights, weekends, and/or holidays.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.


PLEASE APPLY AT: www.careers.ihg.com at http://www.careers.ihg.com/

Job: Hotel General Management

Location: CA-San Francisco

Requisition ID: R148509