Assistant Mgr, Guest Experience- InterContinental Mark Hopkins

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    "ExternalDescriptionStr": "<p><span data-teams=\"true\"><strong>About Us</strong></span><br><br><span data-teams=\"true\">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.</span><br><br><span data-teams=\"true\"><strong>About the Role</strong></span><br><br><span data-teams=\"true\">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.</span><br><br><span data-teams=\"true\">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.</span><br><br><span data-teams=\"true\"><strong>A Little About Your Day-to-Day:</strong></span><br><br><span data-teams=\"true\"><strong>Deliver Exceptional Guest Experiences</strong></span><br><br><span data-teams=\"true\">Serve as a visible presence in the lobby and guest-facing areas, engaging with guests and ensuring service excellence throughout their stay.</span><br><span data-teams=\"true\">Create memorable arrival and departure experiences by anticipating guest needs and delivering personalized service.</span><br><span data-teams=\"true\">Support VIP arrivals, guest preferences, special occasions, and loyalty recognition programs.</span><br><span data-teams=\"true\">Respond promptly and professionally to guest concerns, ensuring thoughtful and effective resolution.</span><br><span data-teams=\"true\">Partner closely with Concierge, Housekeeping, Food &amp; Beverage, and other departments to ensure a seamless guest journey.</span><br><span data-teams=\"true\">Identify opportunities to surprise and delight guests through personalized service and meaningful interactions.</span><br><br><span data-teams=\"true\"><strong>Support Daily Operations</strong></span><br><br><span data-teams=\"true\">Assist in overseeing the daily operation of Front Desk, Guest Services, Concierge, Bell and Door Services.&nbsp;</span><br><span data-teams=\"true\">Ensure adherence to luxury service standards, brand expectations, and hotel policies.</span><br><span data-teams=\"true\">Monitor guest arrival and departure activity, room inventory, and operational priorities throughout the day.</span><br><span data-teams=\"true\">Support room assignment strategies, upgrades, and special accommodations to maximize guest satisfaction.</span><br><span data-teams=\"true\">Maintain exceptional presentation and organization throughout all guest-facing areas.</span><br><br><span data-teams=\"true\"><strong>Lead and Develop the Team</strong></span><br><br><span data-teams=\"true\">Provide day-to-day leadership, coaching, and support to front office colleagues.</span><br><span data-teams=\"true\">Conduct shift briefings focused on guest arrivals, VIPs, service priorities, and operational updates.</span><br><span data-teams=\"true\">Assist with onboarding, training, and continuous development of team members.</span><br><span data-teams=\"true\">Recognize outstanding performance and reinforce service standards through ongoing feedback and coaching.</span><br><span data-teams=\"true\">Foster a positive and collaborative work environment that encourages accountability, engagement, and teamwork.</span><br><br><span data-teams=\"true\"><strong>Drive Performance and Continuous Improvement</strong></span><br><br><span data-teams=\"true\">Support guest satisfaction initiatives and service excellence programs.</span><br><span data-teams=\"true\">Review guest feedback and operational reports to identify opportunities for improvement.</span><br><span data-teams=\"true\">Assist in monitoring labor productivity, scheduling effectiveness, and departmental goals.</span><br><span data-teams=\"true\">Ensure accurate cash handling, billing procedures, and compliance with operational controls.</span><br><span data-teams=\"true\">Support departmental projects and initiatives designed to enhance the guest experience and operational efficiency.</span><br><br><span data-teams=\"true\"><strong>What We Need From You:</strong></span><br><br><span data-teams=\"true\">Minimum 2-3 years of progressive Front Office supervisory or leadership experience, preferably within a luxury or upscale hotel environment.</span><br><span data-teams=\"true\">Passion for hospitality and delivering exceptional guest experiences.</span><br><span data-teams=\"true\">Strong interpersonal, communication, and relationship-building skills.</span><br><span data-teams=\"true\">Demonstrated ability to lead, motivate, and coach teams in a fast-paced environment.</span><br><span data-teams=\"true\">Excellent problem-solving skills with the ability to remain calm under pressure.</span><br><span data-teams=\"true\">Knowledge of Front Office operations, guest relations, and luxury service standards.</span><br><span data-teams=\"true\">Experience with hotel property management systems and guest service platforms.</span><br><span data-teams=\"true\">Flexibility to work mornings, evenings, weekends, holidays, and varying schedules based on business needs.</span><br><br><span data-teams=\"true\"><strong>What Makes You Exceptional:</strong></span><br><br><span data-teams=\"true\">You lead by example and are energized by engaging directly with guests and colleagues.</span><br><span data-teams=\"true\">You thrive in a fast-paced environment while maintaining grace, professionalism, and attention to detail.</span><br><span data-teams=\"true\">You anticipate guest needs and proactively seek opportunities to enhance the experience.</span><br><span data-teams=\"true\">You enjoy coaching others and helping teams achieve their full potential.</span><br><span data-teams=\"true\">You understand that luxury hospitality is built on genuine connections, thoughtful service, and memorable moments.</span></p><p><span data-teams=\"true\">You have experience leading a unionized workforce.&nbsp;</span></p><p><br><strong>What You Can Expect From Us:</strong>&nbsp;</p><div>We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including dry cleaning, impressive room discounts and some of the best training in the business.&nbsp;</div><div>&nbsp;</div><div>The compensation range for this position is $38 - $40 per hour.&nbsp;</div><div><br>&nbsp;<span style=\"color: rgb(0, 0, 0); font-family: Calibri, Calibri_EmbeddedFont, Calibri_MSFontService, sans-serif;\"><span class=\"TextRun SCXW117508804 BCX8 NormalTextRun\" data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" style=\"-webkit-tap-highlight-color: transparent; -webkit-text-stroke-width: 0px; -webkit-user-drag: none; font-size: 12pt; font-style: normal; font-variant-caps: normal; font-variant-ligatures: none !important; font-weight: 400; letter-spacing: normal; line-height: 19px; margin: 0px; orphans: 2; padding: 0px; text-align: left; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; user-select: text; white-space: normal; widows: 2; word-spacing: 0px;\">We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.</span></span></div>",
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