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About the Role

Provide strategic and operational leadership for the Front Office and Housekeeping departments, ensuring an exceptional luxury guest experience while driving departmental revenue, profitability, service excellence, and colleague engagement. This is a highly visible leadership role responsible for overseeing a large, unionized workforce across the Rooms Division. You will build strong, collaborative relationships with union representatives and colleagues, ensure compliance with collective bargaining agreements and applicable employment regulations, and foster a culture of accountability, respect, inclusion, and high performance. As a senior leader of the hotel, you will champion our service culture, develop future leaders, and work closely with hotel leadership and key stakeholders to continuously elevate the guest experience and financial performance of the property.

Responsibilities

Provide inspirational leadership to the Front Office and Housekeeping departments, overseeing a large team of unionized and non-union colleagues.
Lead daily operations, establish priorities, and plan and assign work to ensure appropriate staffing levels and operational coverage.
Partner effectively with union representatives and ensure departmental practices are consistent with collective bargaining agreements, company policies, and applicable federal, state, and local regulations.
Build a high-performing, inclusive team culture grounded in trust, accountability, collaboration, and exceptional service.
Develop colleagues through coaching, feedback, recognition, performance management, and meaningful career and development opportunities.
Establish clear performance and development goals and actively support colleagues in achieving them.
Ensure colleagues receive the training, tools, resources, and support necessary to deliver luxury service and achieve operational and revenue objectives.
Recommend and initiate appropriate employee relations and HR actions in partnership with Human Resources.
Foster strong relationships across departments and create a true one-team culture throughout the hotel.
Oversee the day-to-day operations of Front Office and Housekeeping, ensuring consistently high standards of service, cleanliness, efficiency, and guest satisfaction.
Ensure Front Office colleagues provide prompt, professional, personalized service and create genuine moments of recognition for every guest.
Ensure guests are warmly welcomed upon arrival and that leadership maintains a visible presence throughout the operation.
Respond personally and effectively to guest concerns and complaints, resolve issues with sound judgment, and use feedback to drive continuous improvement.
Conduct regular inspections of the Front Office, guest arrival areas, public spaces, and other areas of responsibility, taking immediate action to address deficiencies.
Oversee the Night Audit function and ensure accurate preparation of daily financial and operational reports.
Maintain rigorous procedures for the security of cash, credit and financial transactions, guest security, inventory, and hotel assets.
Ensure compliance with all applicable safety, security, privacy, governmental, and brand requirements.
Communicate effectively with all relevant departments regarding VIP arrivals, large groups, key guests, special requests, and other operational requirements.
Coordinate convention, group, and business activities with Sales and other hotel departments to ensure seamless delivery of contracted services.
Serve as Manager on Duty as required and provide senior leadership during high-volume periods, special events, and operational challenges.
Drive Front Office and Rooms Division revenue and profitability while maintaining luxury service standards.
Use hotel systems, data, and established processes to maximize occupancy, ADR, upselling opportunities, and overall rooms revenue.
Develop and implement strategies to increase revenue through upselling, walk-in business, room upgrades, loyalty engagement, and other guest-facing opportunities.
Establish and achieve individual and departmental sales and profitability goals.
Analyze guest satisfaction, operational, financial, and market data to identify trends and opportunities for improvement.
Prepare and submit statistical, performance, forecast, and other management reports as required.
Partner with hotel leadership to prepare departmental budgets, financial plans, forecasts, and business strategies.
Regularly audit financial transactions and processes to ensure accuracy and compliance with governmental regulations, company standards, and data privacy requirements.
Champion the hotel’s luxury service standards and ensure every guest interaction reflects the property’s brand promise.
Leverage guest satisfaction data and feedback to develop and implement action plans that consistently improve the guest experience.
Develop strong relationships with key clients, VIPs, business partners, vendors, and other external contacts to strengthen loyalty and identify revenue opportunities.
Provide guests with thoughtful and knowledgeable recommendations regarding hotel amenities, loyalty programs, restaurants, attractions, and experiences throughout San Francisco.
Lead initiatives to increase guest engagement and promote hotel services, amenities, experiences, and offerings.
Represent the hotel as a senior ambassador within the San Francisco community, building strong relationships with business leaders, civic officials, community organizations, and other influential stakeholders.
Support local brand awareness and reputation through community engagement, partnerships, and outreach.
Serve as a hotel representative for media inquiries when appropriate and in partnership with the hotel’s leadership and communications teams.
Effectively communicate the hotel’s sustainability initiatives and identify opportunities to leverage the property’s environmental and social commitments to create business opportunities.
Act as a central communication point during emergency and crisis situations, providing calm, decisive, and effective leadership.
Develop and maintain strong working relationships with local fire, police, emergency services, and other relevant agencies.
Ensure departmental teams understand and consistently follow all safety, security, emergency preparedness, and compliance procedures.
Partner with Sales, Marketing, Revenue Management, and other hotel leaders to identify opportunities to improve overall hotel performance.
Work with advertising agencies, consultants, vendors, and other external partners to maximize the effectiveness of marketing investments and ensure all communications align with brand standards.
Identify opportunities to enhance marketing initiatives, guest engagement, and overall hotel sales performance.
Support initiatives that strengthen the hotel’s visibility, reputation, and competitive position within the San Francisco market.
Collaborate with colleagues across the hotel to deliver seamless guest experiences and operational excellence.
Take ownership of unexpected challenges and support the team wherever needed — including those moments when everyone must come together to get the job done.
Perform other duties and responsibilities as assigned.

Requirements

Bachelor’s degree or higher education qualification in Hotel Administration, Hospitality Management, Business Administration, or a related field; equivalent professional experience may be considered.
Minimum of four years of progressive hotel or guest service experience, including at least two years in a Rooms Division or hotel management department-head leadership role; equivalent education and experience may be considered.
Demonstrated experience leading large-scale Front Office and Housekeeping operations, preferably within a luxury, resort, major urban, or flagship hotel environment.
Proven experience leading large unionized teams and working constructively with union representatives in a collaborative, professional manner.
Strong understanding of collective bargaining agreements, labor practices, scheduling, employee relations, and labor cost management.
Demonstrated ability to lead through a complex, high-volume operation while maintaining exceptional guest and colleague experiences.
Strong financial acumen, including experience with budgeting, forecasting, labor management, revenue optimization, and departmental profitability.
Exceptional interpersonal, communication, coaching, and conflict-resolution skills.
Proven ability to develop leaders and create a culture of accountability, engagement, recognition, and continuous improvement.
Strong knowledge of luxury hospitality standards and a genuine passion for delivering personalized guest experiences.
Ability to build trusted relationships with guests, colleagues, ownership, senior leadership, vendors, community partners, and other stakeholders.
Must be able to communicate effectively in English. Additional language skills are strongly preferred.
Must be comfortable serving as a highly visible ambassador for the hotel and representing the property within the San Francisco community.

Skills

Strategic leadership
Operational leadership
Guest experience management
Revenue management
Profitability analysis
Service excellence
Colleague engagement
Union relations
Collective bargaining agreement compliance
Employment regulation compliance
Culture building
Accountability
Respect
Inclusion
High performance
Service culture
Leadership development
Stakeholder collaboration
Financial performance
People development
Coaching
Feedback
Recognition
Performance management
Career development
Goal setting
Training
Resource management
Employee relations
Human Resources partnership
Interdepartmental collaboration
One-team culture
Front Office operations
Housekeeping operations
Guest satisfaction
Efficiency
Service standards
Personalized service
Guest recognition
Guest relations
Issue resolution
Continuous improvement
Inspections
Night Audit
Financial reporting
Operational reporting
Cash security
Credit security
Financial transaction security
Guest security
Inventory management
Asset protection
Safety compliance
Security compliance
Privacy compliance
Governmental compliance
Brand compliance
VIP communication
Group communication
Special request management
Convention coordination
Group coordination
Business activity coordination
Manager on Duty
High-volume operations
Special event management
Operational challenges
ADR maximization
Upselling
Loyalty engagement
Guest-facing opportunities
Sales goals
Profitability goals
Data analysis
Trend identification
Budget preparation
Financial planning
Forecasting
Business strategy
Financial transaction auditing
Data privacy
Brand promise
Action plan development
Client relationship management
Business partner relationship management
Vendor relationship management
External contact management
Guest recommendations
Hotel amenities promotion
Loyalty program promotion
Restaurant promotion
Attraction promotion
Experience promotion
Guest engagement
Hotel services promotion
Hotel amenities promotion
Hotel experiences promotion
Hotel offerings promotion
Community ambassador
Business leader relations
Civic official relations
Community organization relations
Influential stakeholder relations
Brand awareness
Reputation management
Community engagement
Partnerships
Outreach
Media inquiry response
Sustainability communication
Environmental commitment communication
Social commitment communication
Business opportunity identification
Emergency communication
Crisis communication
Decisive leadership
Effective leadership
Fire department relations
Police department relations
Emergency services relations
Agency relations
Safety procedures
Security procedures
Emergency preparedness
Compliance procedures
Sales collaboration
Marketing collaboration
Revenue Management collaboration
Advertising agency collaboration
Consultant collaboration
Vendor collaboration
External partner collaboration
Marketing investment maximization
Brand standard alignment
Marketing initiative enhancement
Hotel sales performance
Hotel visibility
Competitive positioning
San Francisco market
Seamless guest experiences
Operational excellence
Ownership of challenges
Team support

Location

San Francisco

Work Type

Full-time

Experience Level

Senior leadership
Department head leadership

Education Level

Bachelor's degree or higher

Salary/Compensations

$130,000 to $150,000

Benefits

FREE medical coverage
Heavily subsidized dental
Heavily subsidized vision
Other insurance
Complimentary chef-prepared meals
Commuter Benefits Program
Exclusive IHG One Pass Travel Program
50% off food and beverage
BenefitHub discounts
Two weeks of paid vacation
Wellness and Sick Time
Eleven paid holidays
401(k) retirement plan with company matching
Paid parental leave
Training, development, and career advancement opportunities

About the Company

IHG Hotels & Resorts
InterContinental San Francisco