Manager, 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 Manager, Guest Experience is the ambassador of the guest journey and a visible leader at the heart of the hotel. This role is responsible for creating exceptional arrival, stay, and departure experiences while leading a team dedicated to delivering intuitive, personalized service.

More than overseeing Front Desk operations, the Manager, Guest Experience serves as a host, mentor, and service champion—setting the tone for hospitality throughout the hotel. This leader builds meaningful guest relationships, anticipates needs before they arise, and inspires colleagues to create memorable moments that foster loyalty and drive guest satisfaction.

A Little About Your Day-to-Day

Elevate the Guest Experience

Serve as a visible presence in the lobby and guest-facing areas, engaging with guests and creating genuine connections.
Lead the delivery of personalized luxury service standards that anticipate guest needs and exceed expectations.
Oversee VIP arrivals, special occasions, guest preferences, and recognition programs to ensure flawless execution.
Partner with Concierge, Housekeeping, Food & Beverage, and other departments to deliver seamless and memorable guest experiences.
Personally manage complex guest concerns and service recovery opportunities, transforming challenges into lasting impressions.
Review guest feedback, social media, loyalty insights, and satisfaction metrics to identify opportunities for continuous improvement.

Inspire and Develop Your Team

Recruit, coach, and develop a high-performing team of hospitality professionals.
Foster a culture of ownership, empowerment, and genuine care for guests and colleagues alike.
Lead daily service briefings focused on guest arrivals, VIP recognition, operational priorities, and service excellence.
Recognize and celebrate colleague successes while providing ongoing coaching and development.
Create an environment where team members feel empowered to resolve guest concerns and deliver thoughtful, personalized service.

Drive Operational Excellence

Oversee Front Desk, PBX, Concierge, Bell and Door Services.
Ensure compliance with brand standards, luxury service expectations, and hotel policies.
Collaborate with Revenue Management to maximize room inventory, upgrades, and revenue opportunities while maintaining guest satisfaction.
Monitor staffing levels, scheduling, and operational efficiency to support business demands.
Maintain exceptional standards of presentation, professionalism, and attention to detail throughout all guest-facing areas.

Deliver Business Results

Drive guest satisfaction, loyalty enrollment, and service excellence performance metrics.
Analyze operational reports and guest feedback trends to improve performance and identify opportunities.
Manage departmental labor and expenses while maintaining luxury service standards.
Support hotel initiatives that strengthen guest loyalty, reputation, and financial performance.

What We Need From You:

Minimum 3-5 years of progressive Front Office leadership experience within a luxury or upscale hotel environment.
Demonstrated success leading teams focused on delivering exceptional guest experiences.
Strong knowledge of Front Office operations, guest relations, and luxury service standards.
Exceptional interpersonal, communication, and relationship-building skills.
Proven ability to resolve guest concerns with professionalism, empathy, and sound judgment.
Strong organizational and leadership skills with the ability to thrive in a fast-paced environment.
Experience with hotel property management systems and guest service platforms.
Flexibility to work evenings, weekends, holidays, and varying schedules as business demands require.

What Makes You Exceptional:

You lead from the lobby, not from behind a desk.
You believe every guest interaction is an opportunity to create a memorable experience.
You anticipate needs before they are expressed.
You inspire teams through coaching, recognition, and example.
You understand that luxury is not just about service standards—it is about creating meaningful connections that guests remember long after they depart.