For more than 150 years, San Francisco’s Palace Hotel has stood as one of America’s great grand hotels—an architectural marvel that opened in 1875 as the West Coast’s first luxury hotel and today remains a defining property within Marriott International’s Luxury Collection. Owned by Kyo-ya Hotels & Resorts, the Palace blends historic grandeur with contemporary luxury across its 556 guestrooms, three celebrated dining venues, 45,000 square feet of meeting space, and iconic public spaces such as the Garden Court and the storied Pied Piper bar.
Angie Clifton is the Palace Hotel's first female general manager. With more than 25 years of hospitality experience, Clifton brings a combination of operational depth, leadership and a people-first philosophy honed across some of North America’s most respected hotels.
Clifton’s career began far from the top floor: In 1996, she joined the Fairmont Chateau Lake Louise in Alberta as a room attendant and night cleaner. She quickly pushed through housekeeping ranks before she transitioned into front-office management and ultimately became director of rooms. After 12 years at Lake Louise, she advanced to director of rooms and operations at the Fairmont Washington, D.C., later serving as hotel manager at Fairmont Copley Plaza Boston and Westin Georgetown.
She moved to San Francisco in 2017 to become hotel manager at the Palace, a role she held until 2019 before being appointed general manager of the San Francisco Marriott Union Square. There, she led the property through record financial performance, a pandemic shutdown, reopening and a complex recovery period. She returned to the Palace in 2023 — this time as its top executive—entrusted with steering the legendary hotel into its next chapter.
Clifton’s leadership is rooted in what she calls a threefold strategy: Taking care of people, taking care of business and taking care of the community. Known for her hands-on approach and dedication to mentorship, she actively advances hospitality education and workforce development through leadership trainings and service programs. She also plays a role in shaping the city’s hospitality sector through service with the Bay Area Council, the San Francisco Travel Association, and the Hotel Council of San Francisco, where she has served on the board since 2020.
Hotel Management sat down with Clifton to discuss her journey from housekeeping to the helm of one of the country’s most historic hotels, the responsibility of leading a 150-year-old landmark and how she plans to balance heritage, innovation and community impact in the years ahead.
You are the first woman to lead the Palace Hotel in its 150 year history. What does that milestone mean to you personally and professionally?
Being the first female general manager in the Palace Hotel’s 150-year history is incredibly meaningful to me. The Palace is such an iconic property, and it is an honor to help lead it into its next chapter while representing the continued progress women are making in the hospitality industry. I often like to say that the only glass ceiling at the Palace Hotel is the one above the Garden Court.
My own journey in hospitality was not always straightforward. I began my career in housekeeping as a room attendant and worked my way through many areas of hotel operations. Those early experiences shaped my leadership perspective and remind me that there are many paths to success in this industry. I hope my story encourages more women to pursue leadership roles and trust in their ability to grow and succeed.
How does stepping into this historic role shape the way you approach leadership and decision making at such an iconic property?
I describe my leadership style as a threefold approach: taking care of people, taking care of business and taking care of the community. At the Palace Hotel, those priorities are deeply connected.
First and foremost, it means supporting and empowering our team with mentorship opportunities and ample training initiatives because they are the ones who bring The Palace experience to life for our guests each day. I have participated in the Marriott Mentorship program for almost a decade and find joy in seeing the careers of my mentees blossom within Marriott. Just as importantly, it means staying closely connected to the San Francisco community and ensuring that our programming is inclusive for guests of all backgrounds. The Palace has long been a gathering place for the city, and continuing to build those relationships is essential as we look toward the future.
As the Palace Hotel enters its next 150 years, what are the biggest opportunities you see for evolving the guest experience?
At the Palace Hotel, we are committed to delivering a refined and highly personalized guest experience. From our signature Afternoon Tea in the Garden Court to seasonal experiences like family movie nights at the pool and thoughtful in-room touches for special celebrations, our focus is on creating memorable moments that feel both luxurious and welcoming.
As we look to the future, the opportunity lies in continuing to evolve those experiences while staying true to what makes The Palace so special. Today’s luxury travelers are looking for authenticity, personalization, and meaningful connections to the destination. As a true San Francisco landmark, we are constantly exploring new ways to engage with the local community and create partnerships that reflect the vibrant spirit of the city.
How do you balance preserving the hotel’s rich history with the need to innovate for modern travelers?
The Palace Hotel has been a San Francisco landmark since 1875, so preserving its history is incredibly important to us. At the same time, today’s travelers expect a modern and dynamic experience. One way we bring those two elements together is through initiatives like our guided history tours, which allow guests to step into the stories that shaped the hotel while experiencing it in a modern way. We also continue to enhance the guest experience through thoughtful updates, from refreshed guest rooms and updated meeting and event spaces to wellness amenities like our renovated fitness center and indoor pool.
What are your priorities for cultivating a workplace culture that reflects both the hotel’s heritage and the modern hospitality workforce?
I am passionate about investing in our people and creating opportunities for growth, support and continued learning. As Marriott notes, “Take care of your people, they will take care of the customer.” Through training and service promise programs, as well as mentorship initiatives, we work to ensure that team members have the tools and support they need to grow within the industry. I am also fortunate to stay engaged with the broader hospitality community through organizations such as the Bay Area Business Council, the San Francisco Travel Association and the Hotel Council of San Francisco. These connections allow me to bring new perspectives back to The Palace while continuing to foster a culture of collaboration, learning, and opportunity for our team.
When you imagine the Palace Hotel 10 years from now, what do you hope guests will say about its transformation under your leadership?
When I think about the Palace Hotel 10 years from now, I hope guests will say that it remained true to its incredible history while continuing to evolve in meaningful ways. As the first female general manager in the hotel’s history, fostering a culture of diversity, equity, and inclusion is incredibly important to me, and that begins with creating an environment where our team, our community, and our guests feel genuinely welcomed and valued.
My hope is that guests will remember The Palace not only for its beautiful architecture and event spaces, like the Garden Court, but also for the thoughtful experiences we continue to create. Whether it’s signature traditions like Afternoon Tea, engaging seasonal programming like holiday brunches, meaningful partnerships within the San Francisco community, or the warm and personalized service delivered by our team, I want the Palace to be known as a place where history, culture and hospitality come together in a truly memorable way.
What legacy do you personally hope to leave behind as general manager?
I hope the legacy I leave behind reflects the journey that brought me here. After more than 30 years in hospitality, beginning my career in housekeeping, I’ve gained a deep appreciation for the many roles that come together to create a truly exceptional hotel experience, and that perspective continues to shape the way I lead.
The Palace Hotel represents a Gilded Age of glamour and elegance, and every detail, from personalized touches upon arrival to memorable events beneath the Garden Court’s iconic glass dome, reflects our commitment to that tradition. At the same time, I want our team to feel empowered and heard, knowing they each play a role in shaping the future of the hotel. When our people feel inspired, that energy carries directly into the guest experience and helps ensure the Palace remains a truly special destination in San Francisco.
How do you hope your milestone achievement inspires the next generation of hospitality leaders?
I hope my journey shows the next generation of hospitality leaders, especially women, that there is no single path to success in this industry. With curiosity, perseverance and a passion for service, there are incredible opportunities to grow and lead. It is important to push aside doubt and face challenges head-on, trusting in your knowledge and abilities while also relying on the support and collaboration of your team.