Front Office Manager - InterContinental Suites Hotel Cleveland

InterContinental Hotels & Resorts is the world’s first and most global luxury hotel brand, having pioneered international travel since the 1940s. Known for its prestigious reputation, the brand offers sophisticated and culturally rich environments across some of the most iconic destinations worldwide. Dedicated to delivering inspiring and genuine experiences, InterContinental is passionate about connecting guests with the local culture while maintaining impeccable standards of service and hospitality. The company fosters a diverse and inclusive workplace where employees are encouraged to explore new opportunities, grow their careers, and contribute meaningfully to the brand’s legacy. InterContinental Hotels & Resorts is committed to excellence, innovation, and personalized guest engagement, creating memorable stays that exceed expectations.

The Front Office Manager role at InterContinental Hotels & Resorts is a pivotal position responsible for supervising all aspects of front office operations, including guest registration, porter services, business center, telephone services, concierge services, and guest reservations. This role demands a leader who can create a warm, welcoming atmosphere for guests while efficiently managing a team to deliver exceptional service. Front Office Managers ensure that every guest interaction is professional, personalized, and reflective of the brand’s standards. This leadership position requires strategic oversight of staffing, training, financial budgeting, and device operational excellence across all front office functions.

As a Front Office Manager, you will be directly responsible for the recruitment, mentoring, and development of front office staff, fostering an environment where team members have the tools and knowledge to perform their roles effectively and in compliance with all safety and legal regulations. You will be a key figure in monitoring guest satisfaction by responding to feedback promptly and conducting regular inspections of front office and public areas to maintain quality standards. Financial oversight is also a critical responsibility, including preparing budgets, controlling labor costs, overseeing the night audit, and driving revenue initiatives such as upselling and occupancy maximization.

This position may report to a Director of Rooms within large, luxury, or resort properties and requires managing various teams such as front desk agents, porter/shuttle services, reservations, and PBX operations. You will serve as a central communications link during emergencies and maintain relationships with local emergency services to ensure safety protocols are established and followed. Being the highest-ranking front office role, the position commands a comprehensive understanding of hotel operations and embodies the professionalism and hospitality ethos of InterContinental Hotels & Resorts.

Ideal candidates will meet or exceed the requirements of a bachelor’s degree or higher in hotel management or business administration, coupled with at least three years of front office or guest service experience including demonstrable management skills. Fluency in English is essential, while additional languages are highly valued to support the brand’s diverse global clientele. InterContinental Hotels & Resorts champions equal employment opportunities and encourages candidates who may not meet every single criterion but possess passion and potential to apply. This role offers a competitive salary range commensurate with qualifications, experience, and location. Join InterContinental to embark on a rewarding career with the world’s most international luxury hotel brand and contribute to shaping extraordinary guest experiences worldwide.