Assistant Mgr, Guest Experience- InterContinental Mark Hopkins

About The Role The Assistant Manager, Guest Experience supports the Manager, Guest Experience in day‑to‑day operations while coaching frontline colleagues and ensuring exceptional guest experiences. Responsibilities Serve as a visible presence in lobby and guest‑facing areas, engaging guests and ensuring service excellence. Create memorable arrival and departure experiences through personalized service. Support VIP arrivals, guest preferences, special occasions and loyalty programs. Respond promptly and professionally to guest concerns, ensuring thoughtful resolution. Partner with Concierge, Housekeeping, Food & Beverage and other departments to ensure a seamless guest journey. Identify opportunities to surprise and delight guests through personalized service. Assist in overseeing daily operations of Front Desk, Guest Services, Concierge, Bell and Door Services. Ensure adherence to luxury service standards, brand expectations and hotel policies. Monitor guest arrivals and departures, room inventory and operational priorities. Support room assignment, upgrades and special accommodations. Maintain exceptional presentation and organization throughout all guest‑facing areas. Provide day‑to‑day leadership, coaching and support to front office colleagues. Conduct shift briefings focused on guest arrivals, VIPs, service priorities and operational updates. Assist with onboarding, training and continuous development of team members. Recognize outstanding performance and reinforce service standards via feedback and coaching. Foster a positive and collaborative work environment that encourages accountability, engagement and teamwork. Support guest‑satisfaction initiatives and service‑excellence programs. Review guest feedback and operational reports to identify opportunities for improvement. Assist in monitoring labor productivity, scheduling effectiveness and departmental goals. Ensure accurate cash handling, billing procedures and compliance with operational controls. Support departmental projects and initiatives designed to enhance guest experience and operational efficiency. Qualifications Minimum 2–3 years of progressive front‑office supervisory or leadership experience, preferably in a luxury or upscale hotel. Passion for hospitality and delivering exceptional guest experiences. Strong interpersonal, communication and relationship‑building skills. Demonstrated ability to lead, motivate and coach teams in a fast‑paced environment. Excellent problem‑solving skills; able to remain calm under pressure. Knowledge of front‑office operations, guest relations and luxury service standards. Experience with hotel property management systems and guest service platforms. Flexibility to work mornings, evenings, weekends, holidays and varying schedules based on business needs. Experience leading a unionized workforce (preferred). What We Need From You We seek an energetic leader who thrives in a fast‑paced environment while maintaining grace, professionalism and attention to detail. The ideal candidate anticipates guest needs, proactively seeks opportunities to enhance the experience, enjoys coaching others and helps teams reach their full potential, and understands that luxury hospitality is built on genuine connections, thoughtful service and memorable moments. Compensation & Benefits The compensation range for this position is $38 – $40 per hour. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k) and many other benefits to eligible employees. In addition, we provide dry cleaning, impressive room discounts and extensive training opportunities. 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 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 submit a request. IHG does not accept applications, inquiries or unsolicited CVs/resumes from staffing or recruiting agencies. If you are a resident of or applying to a job opening in the State of Washington, please read about applicable benefits. #J-18808-Ljbffr