Director of Guest Experience

Sun Valley Resort; Ketchum (ID); On-site; USD 110,000 - 170,000; Full time

Job summary

Sun Valley Resort in Idaho is seeking a dynamic Director of Guest Experience to lead all Front Office operations, including Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. This role demands strategic leadership, a passion for guest service, and a track record of developing high-performing teams.

The Director will manage departmental budgets and collaborate with multiple resort departments to ensure seamless guest experiences, superior service quality, and

Qualifications

• 4+ years of progressive leadership experience in Front Office or Rooms Division operations.
• Experience leading and developing teams of 20+ employees.
• Proven ability to deliver exceptional guest service and foster a collaborative culture.
• Strong leadership, coaching, and problem-solving skills.

Responsibilities

• Provide leadership for Front Desk, Bell Services, Concierge, Group Reservations, and Owner Relations.
• Oversee daily Front Office operations including arrivals, departures, room inventory, and valet.
• Hire, train, coach, and develop team members while maintaining a positive work environment.
• Conduct performance evaluations and manage coaching and corrective actions as needed.
• Develop service enhancements to continuously improve the guest experience.
• Monitor expenses, manage supply costs, and contribute to budget planning.
• Analyze operational and financial reports to identify trends and opportunities.

Skills

Guest service leadership

Team development

Budget management

Operational leadership

Communication

Tools

OPERA

Job description

World-renowned Sun Valley Resort is seeking a dynamic hospitality leader to serve as our Director of Guest Experience.

The Director of Guest Experience provides strategic leadership for all Front Office operations, including Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. This position is responsible for delivering exceptional guest experiences, leading a high-performing team, managing departmental budgets and operational performance, and fostering collaboration across Resort departments. The ideal candidate is a proven hospitality leader with a passion for guest service, employee development, and operational excellence.

We’re not saying Sun Valley has special powers, but a lot of magical things do happen here.The slopes on Bald and Dollar mountains enjoy a nearly lift line-free experience, not to mention a nearly cloud-free one as well.Sun Valley is rich in tradition and history, dating back to 1936, however complete remodel of the Lodge concluded in 2015 with the newly added 20,000 sq. foot spa.

• Over 370 units including
• The Lodge
• The Inn
• Lodge Apartments

Duties & Responsibilities:

• Provide leadership and direction for the Front Desk, Bell Services, Concierge, Group Reservations, and Owner Relations teams.
• Oversee daily Front Office operations, including guest arrivals and departures, room inventory, system management, and valet operations.
• Recruit, hire, train, coach, and develop team members while fostering a positive, service-focused work environment.
• Conduct performance evaluations and administer coaching, corrective action, and performance management as needed.
• Develop and implement service enhancements to continuously improve the guest experience.
• Monitor departmental expenses, manage supply costs, and support annual budget planning and financial goals.
• Review and analyze daily, weekly, and monthly operational and financial reports to identify trends and opportunities for improvement.
• Review guest satisfaction surveys and implement initiatives to enhance service quality and operational performance.
• Collaborate with Housekeeping, Engineering, Marketing, Sales, and other Resort departments to ensure seamless guest experiences.
• Build and maintain positive relationships with condominium owners and provide insight into rental performance.
• Partner with the Marketing team to develop lodging packages, promotions, and guest experience initiatives.
• Establish and maintain high standards for guest service, operational efficiency, and facility presentation.
• Participate in daily, weekly, and monthly Resort leadership meetings.
• Perform additional duties as assigned.

Qualifications:

• Minimum of four (4) years of progressive leadership experience in hotel Front Office or Rooms Division operations.
• Minimum of two (2) years of experience leading and developing teams of 20 or more employees.
• Demonstrated commitment to delivering exceptional guest service and fostering a positive, collaborative workplace culture.
• Strong leadership, coaching, and employee development skills.
• Experience managing departmental budgets, interpreting financial reports, and making data-driven operational decisions.
• Strong understanding of hotel operations, room inventory management, and guest service best practices.
• Excellent verbal and written communication, organizational, and problem-solving skills.
• Proficiency with property management systems and Microsoft Office; experience with OPERA or similar systems preferred.
• Ability to collaborate effectively across multiple departments and build strong working relationships.
• Flexible availability, including days, evenings, weekends, and holidays as business needs require.
• Engage in physical activities like standing for long periods, walking, and utilizing hands for tasks that involve gripping, handling, and reaching.
• Ability to safely lift and/or move up to 25 pounds.