Director of Guest Experience & Front Office Excellence

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

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