Front Office Director - Guest Experience & Operations

Sun Valley Resort; Ketchum (ID); On-site; USD 120,000 - 180,000; Full time

Job summary

Sun Valley Resort in Idaho seeks an experienced Director of Front Office to lead Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. The role focuses on delivering exceptional guest experiences and guiding a high-performing team while managing budgets and operations.

The ideal candidate will have 4+ years in progressive Front Office leadership, strong coaching skills, and a deep commitment to hospitality excellence, with proficiency in PMS systems and Microsoft Office.

Qualifications

• 4+ years in progressive leadership roles in Front Office or Rooms Division
• 2+ years leading teams of 20+ employees
• Strong commitment to guest service and positive workplace culture
• Proven leadership, coaching and employee development skills
• Experience managing departmental budgets and interpreting financial reports
• Solid understanding of hotel operations, room inventory, and service best practices
• Excellent communication and organizational skills
• Proficiency with property management systems; OPERA or similar preferred

Responsibilities

• Provide leadership and direction for Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations
• Oversee daily Front Office operations including arrivals, departures, inventory, and valet
• Recruit, hire, train, coach, and develop team members
• Conduct performance evaluations and coaching as needed
• Develop and implement service enhancements to improve the guest experience
• Monitor expenses and support annual budget planning and financial goals
• Review reports to identify trends and opportunities for improvement
• Collaborate with Housekeeping, Engineering, Marketing, Sales and other departments
• Maintain high standards for guest service, efficiency, and facility presentation
• Participate in leadership meetings and perform additional duties as assigned

Skills

Leadership

Guest service

Budget management

Communication

Team development

Problem solving

Collaboration

Adaptability

Tools

OPERA PMS

Microsoft Office

Job description

Sun Valley Resort in Idaho seeks an experienced Director of Front Office to lead Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. The role focuses on delivering exceptional guest experiences and guiding a high-performing team while managing budgets and operations.

The ideal candidate will have 4+ years in progressive Front Office leadership, strong coaching skills, and a deep commitment to hospitality excellence, with proficiency in PMS systems and Microsoft Office.