Front Desk Manager - InterContinental Los Angeles

Front Desk Manager - Inter Continental Los Angeles Downtown

Front Desk Manager role at IHG Hotels & Resorts. Join us in providing exceptional hospitality in the Wilshire Grand building.

As the world’s largest family of luxury hotels, IHG values passion and care for guests. This position is a key part of our Front Office team, ensuring seamless guest experiences and efficient operational support.

• Provide supportive functional assistance to Front Office and other departments; interact with guests and stakeholders.
• Maintain efficient operations in Office and support other operational departments as needed.
• Act as Manager on Duty during specific shifts, including overnight/night and early morning. May work as Night Manager when required.
• Develop systems to measure cost effectiveness and introduce tracking procedures for departmental cost control.
• Ensure credit procedures are properly carried out and liaise with Finance Department.
• Manage financial transactions within hotel policies.
• Analyze and approve discounts and rebates.
• Ensure front line colleagues comply with selling strategy techniques and revenue maximization.
• Drive Front Office team to achieve monthly upselling, Ambassador, and IHG Rewards enrollment targets.
• Manage staffing costs by preparing efficient work schedules in line with legal requirements.
• Work within company HR regulations to ensure productive departmental performance.
• Respond to, log, and follow up on all guest queries and complaints, ensuring resolution and optimal satisfaction.
• Implement preventive action plans for recurring complaints in liaison with other departments.
• Ensure guests receive prompt attention and personal recognition throughout the hotel.
• Meet diverse cultural needs of guests from around the world.
• Manage overbooking situations and perform book-outs as directed by Director of Front Office in liaison with Revenue and Sales.
• Monitor Heart Beat results, secret shopper audits, and implement action plans to improve results.
• Encourage maximum team involvement in the Heart Beat program.
• Ensure VIPs, Ambassadors, and IHG Rewards guests receive special recognition.
• Assist Reception and Guest Relations during busy times.
• Check billing instructions and monitor guest credit.
• Meet and greet guests as needed with Front Office leadership.
• Perform tasks as directed by the Manager to achieve business goals.

• Bachelor’s degree or higher qualification in Hotel Management/Business Administration or equivalent, with 3 years of Front Office/Guest Service experience including management.
• Fluent English required; other language preferred.

• Excellent communication, reading, writing, and mathematical skills (budgeting, profit/loss concepts, percentages, variances).
• Strong problem‑solving, reasoning, motivating, organizational, and training abilities.
• Availability to work nights, weekends, and/or holidays as required.
• Ability to perform tasks such as interpreting paperwork, completing management reports, and training staff.

Salary range: $60,000–$73,000 annually (Los Angeles, CA). The range may be adjusted based on experience, performance, and other factors. Additional benefits include worldwide hotel discounts, access to diverse discount programs, and a collaborative team environment.

IHG is an equal‑opportunity employer:
Minorities / Females / Disabled / Veterans.

• No amount of pay is considered wages or compensation until earned, vested, and determinable. Bonus, commission, or other compensation is at the Company’s discretion.
• Salary range is the lowest to highest pay scale in good faith. Pay position within the range depends on education, experience, and other factors.
• If you require reasonable accommodation during the application process, please contact us.
• IHG does not accept applications from staffing or recruiting agencies.
• State of Washington applicants: read about applicable benefits.