Director of Outlets - InterContinental Los Angeles

About InterContinental Los Angeles Downtown

As the tallest building west of Chicago, InterContinental Los Angeles Downtown will forever elevate the city skyline. Located in the epicenter of downtown’s historic financial and arts district, and mere blocks from Staples Center and L.A. Live, InterContinental Los Angeles Downtown leads the way as the new architectural icon of luxury hospitality. 

The hotel features 889 guest rooms including 109 suites, and a host of culinary venues, including La Boucherie, an elegant American steakhouse with a French twist; lively Lobby Bar; and Spire 73 – the tallest open-air rooftop bar in the Western Hemisphere – located atop the 73rd floor, boasting breathtaking 360-degree views. 

Bedecked in sustainable design, the hotel is the first LEED-Gold certified building in downtown Los Angeles for Building Design and Construction.

InterContinental Los Angeles Downtown has received awards from US News & World Report, Condé Nast Traveler Readers' Choice, Travel + Leisure World's Best, AAA Four Diamond, Wine Spectator, Meetings Today, and more. La Boucherie is also a Michelin Guide recommended restaurant. 

The hotel offers a 70th-floor sky lobby, 13,000 sq. ft. fitness center, Club InterContinental Lounge, and outdoor pool, as well as over 100,000 square feet of indoor/outdoor meeting and event spaces, including a 21,500-square-foot elegant Wilshire Grand Ballroom. From intricate light fixtures inspired by L.A.’s infamous freeways to billboard-inspired headboards in each guest room reflecting L.A.’s classic beach towns, foothills, car culture and urban scene, the hotel aims to bring a fresh, iconic and elevated perspective of Los Angeles to travelers and locals alike.

Manage food and beverage operations to ensure quality service and standards while delivering a guest experience that is unique. Ensure compliance with all federal, state, and local regulations concerning health, safety, or other requirements. At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally minded; people who know what it takes to exceed guest expectations.

People

• Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers 

• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues 

• Train colleagues to make sure they deliver with compliance and to the standards we expect 

• Recommend or initiate any HR elated actions where needed 

Guest Experience

• Ensure all guests are greeted warmly and receive prompt, professional service.

• Maintain a strong, visible presence during peak service times to support team and guest interactions.

• Develop and implement effective service recovery procedures to drive total guest satisfaction.

• Assist with and create innovative, engaging programs and promotions to enhance guest engagement and experience.

• Assist with and create and implement service standards, SOPs, and training tools that support elevated, consistent service delivery.

• Personally resolve guest concerns when escalated, ensuring swift and satisfactory resolution.

• Ensure all food and beverage equipment are in proper operational condition and are cleaned on a regular basis.

• Ensure All food and beverage facilities are cleaned, vacuumed, and properly stocked according to anticipated business volume. Notify Engineering immediately of any maintenance and repair needs.

• Support IHG food and beverage initiatives and assess performance through guest feedback and financial KPIs.

• Interact with outside contacts:

  • Guests – to ensure their total satisfaction

  • Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.

  • Regulatory agencies – regarding safety and compliance matters

  • Other contacts as needed (professional organizations, community groups, local media)

Training & Team Leadership

• Ensure all colleagues and direct reports are properly trained, certified (as required), and equipped to perform their roles effectively. Educate and train all colleagues in compliance with federal, state and local laws and safety regulations.

• Reinforce service standards using current SOPs, checklists, and training materials.

• Lead ongoing service training programs, ensuring consistent delivery through testing and service audits.

• Collaborate cross-departmentally to promote teamwork and seamless service execution.

• Conduct regular performance reviews and coaching sessions to support career development and succession planning with direct reports and colleagues.

Operations Management

• Oversee daily operations across the outlets and food & beverage programs, ensuring service excellence and adherence to brand standards.

• Serve as Manager on Duty as needed, ensuring consistent operational standards.

• Conduct routine facility inspections to maintain cleanliness, safety, and brand compliance.

• Manage employee schedules and payroll; ensure timely reviews of time punches, meal break violations, and overtime compliance (adhering to seniority and the shift bid).

• Recommend and initiate disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Collaborate with the Director of Food & Beverage or Assistant Director of Food & Beverage of potentially serious issues.

• Monitor and evaluate service quality through guest feedback, mystery shops, and internal audits.

• Lead and participate in regular department and pre-shift meetings to ensure communication of priorities, promotions, and service expectations.

Financial Performance & Purchasing

• Collaborate with the Director of Food & Beverage and Assistant Director of Food & Beverage with the development of departmental budgets, ensuring alignment with financial goals.

• Control expenses and labor costs to maximize profitability across all venues.

• Drive revenue growth through upselling, promotions, and exceptional guest service. 

• Conduct regular inventory in line with established procedures; implement and manage tracking systems (e.g., Micros, Avero).

• Ensure all credit and financial transactions are handled in a secure manner.

• Ensure the security and proper storage of food and beverage products, inventory and equipment, and replenish supplies in a timely and efficient manner while minimizing waste.

• Establish par levels and purchasing cycles for food & beverage supplies, minimizing waste and spoilage.

Compliance & Vendor Relations

• Ensure compliance with federal, state, and local laws, including health, safety, and responsible service of alcohol.

• Maintain vendor and supplier relationships; negotiate pricing, streamline product launches, and resolve service issues.

• Liaise with regulatory agencies and other external contacts as required.

ADDITIONAL RESPONSIBILITIES

• Assist staff during peak periods to ensure smooth operations and guest satisfaction.

• Monitor competitor trends and contribute to menu pricing and concept development in collaboration with the Director or Assistant Director of F&B.

• Submit timely inventory reports (monthly/quarterly) and support hotel-wide beverage initiatives and marketing efforts.

• Conduct regular venue inspections to maintain cleanliness, functionality, and brand integrity.

• Engage with local media, professional organizations, and community groups to enhance the venue's visibility and reputation.

• May recruit, evaluate, and select entertainment for food and beverage outlets and events.

• Perform other duties as assigned.

• Some college and/or advanced training in food and beverage management plus 3 years related experience, including supervisory experience, or an equivalent combination of education and experience.  

• Bachelor’s degree in Hotel Management, culinary arts, or related field preferred.   

• Must speak fluent English.

This job requires ability to perform the following:

• Moving about the facilities

• Carrying or lifting items weighing up to 50 pounds

• Handling food, objects, products, and utensils

• Bending, stooping, kneeling

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company

• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently

• Problem solving, reasoning, motivating, organizational and training abilities are used often

• Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government agency

• May be required to work nights, weekends, and/or holidays