Position Summary
The Front Office Manager leads Front Office operations in a unionized luxury hotel environment, delivering exceptional guest experiences while fostering a culture rooted in Inspire Incredible - Invite Discovery, Embrace Empowerment, and Champion Possibility . This role provides visible, hands-on leadership to Front Desk, Bell/Door and PBX teams ensuring seamless operations, consistent service excellence, and strong labor partnership. The ideal candidate is a thoughtful leader who balances guest satisfaction, operational discipline, and respectful union collaboration.
Key Responsibilities
Guest Experience & Service Excellence
Champion personalized, elevated guest experiences that reflect luxury brand standards and Inspire Incredible values
Serve as a visible leader, engaging with guests and resolving concerns with empathy, professionalism, and confidence
Anticipate guest needs by partnering with Revenue, Housekeeping, and Sales to manage VIP arrivals, groups, and special requests
Reinforce service rituals, brand standards, and luxury touchpoints across all Front Office interactions
Front Office Operations
Oversee daily Front Office operations including Front Desk, Bell/Door, PBX, and Concierge
Ensure efficient and welcoming check-in/check-out processes while maintaining accuracy and compliance
Monitor room inventory, arrivals/departures, VIPs, and overall operational flow
Ensure compliance with collective bargaining agreements, cash handling procedures, safety standards, and internal controls
Support scheduling, shift coverage, and labor planning in alignment with business needs and union guidelines
Labor Relations & Union Partnership
Administer Front Office operations in accordance with the applicable collective bargaining agreement
Partner with People & Culture to support contract adherence, seniority practices, bidding, and overtime guidelines
Address employee concerns in a timely, respectful, and solutions-oriented manner
Participate in investigations, grievance meetings, and corrective action processes as needed, in collaboration with People & Culture
Leadership & Talent Development
Recruit, onboard, train, and develop Front Office leaders and colleagues
Embrace Empowerment by coaching team to make sound decisions and own the guest experience
Provide ongoing feedback, performance evaluations, and development planning
Foster an inclusive, respectful work environment grounded in trust, accountability, and teamwork
Administrative, Financial & Strategic Oversight
Manage departmental budgets, forecasts, and key performance indicators
Analyze guest satisfaction trends and operational data to identify opportunities for improvement
Invite Discovery by introducing innovative service enhancements and process improvements
Serve as Manager on Duty as scheduled, acting as a senior leader for the hotel
Champion Possibility by supporting hotel-wide initiatives that elevate both colleague and guest experiences
Qualifications
Required
Minimum of 3-5 years of Front Office experience, including management experience in a unionized luxury or upscale hotel environment
Strong working knowledge of collective bargaining agreements and labor practices
Proven ability to lead teams with professionalism, consistency, and fairness
Excellent communication, conflict-resolution, and problem-solving skills
Ability to work a flexible schedule including evenings, weekends, and holidays
Preferred
Experience with Opera or similar property management systems
Bachelor's degree in Hospitality Management, Business, or related field
Multilingual abilities strongly preferred
What Success Looks Like in This Role
Guests consistently experience seamless, luxury-level service
Front Office teams feel respected, supported, and empowered
Union relationships are collaborative, compliant, and solutions-focused
Operations run smoothly with strong financial and labor discipline
Inspire Incredible values are visible in daily behaviors, decisions, and outcomes
What you can expect from us:
The annualized compensation range for this role is $83,000.00 - $85,000.00.
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 a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you'll become part of our ever-growing global family.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information :
The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
If you require reasonable accommodation during the application process, please click here .
IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
