Assistant Mgr, Guest Experience- InterContinental Mark Hopkins

About Us

Perched atop historic Nob Hill, InterContinental Mark Hopkins, San Francisco, has welcomed generations of travelers, dignitaries, and locals with timeless elegance, personalized service, and unforgettable experiences. As a landmark destination, we are committed to preserving our rich heritage while continually elevating the luxury hospitality experience for today’s discerning traveler.

About the Role

The Assistant Manager, Guest Experience, plays a critical role in bringing our luxury service culture to life each day. As a hands-on leader, this position supports the Manager, Guest Experience in overseeing daily operations while serving as a coach, mentor, and resource for front-line colleagues.

This role is responsible for ensuring exceptional guest experiences through thoughtful service delivery, operational excellence, and real-time leadership support. The Assistant Manager leads by example, fostering a culture of hospitality where every guest interaction is an opportunity to create a lasting impression.

A Little About Your Day-to-Day:

Deliver Exceptional Guest Experiences

Serve as a visible presence in the lobby and guest-facing areas, engaging with guests and ensuring service excellence throughout their stay.
Create memorable arrival and departure experiences by anticipating guest needs and delivering personalized service.
Support VIP arrivals, guest preferences, special occasions, and loyalty recognition programs.
Respond promptly and professionally to guest concerns, ensuring thoughtful and effective resolution.
Partner closely with Concierge, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest journey.
Identify opportunities to surprise and delight guests through personalized service and meaningful interactions.

Support Daily Operations

Assist in overseeing the daily operation of Front Desk, Guest Services, Concierge, Bell and Door Services. 
Ensure adherence to luxury service standards, brand expectations, and hotel policies.
Monitor guest arrival and departure activity, room inventory, and operational priorities throughout the day.
Support room assignment strategies, upgrades, and special accommodations to maximize guest satisfaction.
Maintain exceptional presentation and organization throughout all guest-facing areas.

Lead and Develop the Team

Provide day-to-day leadership, coaching, and support to front office colleagues.
Conduct shift briefings focused on guest arrivals, VIPs, service priorities, and operational updates.
Assist with onboarding, training, and continuous development of team members.
Recognize outstanding performance and reinforce service standards through ongoing feedback and coaching.
Foster a positive and collaborative work environment that encourages accountability, engagement, and teamwork.

Drive Performance and Continuous Improvement

Support guest satisfaction initiatives and service excellence programs.
Review guest feedback and operational reports to identify opportunities for improvement.
Assist in monitoring labor productivity, scheduling effectiveness, and departmental goals.
Ensure accurate cash handling, billing procedures, and compliance with operational controls.
Support departmental projects and initiatives designed to enhance the guest experience and operational efficiency.

What We Need From You:

Minimum 2-3 years of progressive Front Office supervisory or leadership experience, preferably within a luxury or upscale hotel environment.
Passion for hospitality and delivering exceptional guest experiences.
Strong interpersonal, communication, and relationship-building skills.
Demonstrated ability to lead, motivate, and coach teams in a fast-paced environment.
Excellent problem-solving skills with the ability to remain calm under pressure.
Knowledge of Front Office operations, guest relations, and luxury service standards.
Experience with hotel property management systems and guest service platforms.
Flexibility to work mornings, evenings, weekends, holidays, and varying schedules based on business needs.

What Makes You Exceptional:

You lead by example and are energized by engaging directly with guests and colleagues.
You thrive in a fast-paced environment while maintaining grace, professionalism, and attention to detail.
You anticipate guest needs and proactively seek opportunities to enhance the experience.
You enjoy coaching others and helping teams achieve their full potential.
You understand that luxury hospitality is built on genuine connections, thoughtful service, and memorable moments.

You have experience leading a unionized workforce. 

What You Can Expect From Us: