Manager, Guest Experience - InterContinental Mark Hopkins
$83,000–$87,000 year
On-site · San Francisco, California, United States
Job Summary
Manager, Guest Experience leads the delivery of personalized luxury service, oversees Front Desk, PBX, Concierge, Bell and Door Services, partners with Concierge and other departments, and manages guest concerns and service recovery while developing a high-performing hospitality team to elevate guest satisfaction and loyalty. Requires 3-5 years of progressive Front Office leadership in luxury hotels, strong interpersonal skills, and ability to work flexible schedules; salary range $83,000-$87,000 annually.
Required Qualifications
- 3-5 years of progressive Front Office leadership experience in 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
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