Front Office Director: Guest Experience & Ops

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

Job summary

Sun Valley Resort is seeking an experienced Director of Front Office to lead Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. You will drive guest service excellence, manage budgets, and lead a high-performing team to deliver memorable experiences.

The role requires strategic operational leadership, collaboration across departments, and a passion for hospitality. Sun Valley Resort offers a dynamic environment in a renowned mountain resort setting.

Qualifications

• 4+ years of progressive leadership experience in hotel Front Office or Rooms Division operations.
• 2+ years of experience leading and developing teams of 20 or more employees.
• Commitment to delivering exceptional guest service and fostering a positive, collaborative workplace culture.
• 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.
• Flexible availability, including days, evenings, weekends, and holidays as business needs require.

Responsibilities

• Provide leadership and direction for 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 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 reports to identify trends and areas for improvement.
• Collaborate with Housekeeping, Engineering, Marketing, Sales, and other departments for seamless guest experiences.
• Build and maintain relationships with condominium owners and provide insight into rental performance.
• Partner with Marketing to develop lodging packages and guest experience initiatives.
• Establish and maintain high standards for guest service, operational efficiency, and facility presentation.

Skills

Leadership

Budget management

Guest service

Operational excellence

Staff development

Tools

OPERA PMS

Microsoft Office

Job description

Sun Valley Resort is seeking an experienced Director of Front Office to lead Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. You will drive guest service excellence, manage budgets, and lead a high-performing team to deliver memorable experiences.

The role requires strategic operational leadership, collaboration across departments, and a passion for hospitality. Sun Valley Resort offers a dynamic environment in a renowned mountain resort setting.