Front Office Guest Experience Lead

Trailborn Jackson Hole; Jackson (WY); On-site; USD 60,000 - 65,000; Full time

Job summary

Trailborn Jackson Hole is seeking a dynamic Assistant Front Office Manager to support the Front Office Manager in overseeing daily operations, guest arrivals and departures, and lobby leadership.

You will ensure warm, efficient, and personalized service while coordinating with housekeeping and other departments, training staff, and maintaining standards. This on-site role requires flexible hours and a focus on guest satisfaction.

Qualifications

• 2–4 years of hotel front office, guest services, or rooms division experience preferred, including supervisory or lead experience.
• Strong leadership, communication, problem-solving, and guest service recovery skills.
• Experience with hotel property management systems, reservations processes, room assignments, and front desk procedures.
• Ability to coach, motivate, and support a team in a fast-paced, guest-facing environment.
• Strong attention to detail with the ability to manage cash handling, billing accuracy, guest records, and daily reports.
• Ability to communicate effectively with guests, team members, and cross-functional departments.
• Proficiency with Microsoft Office and comfort learning hospitality technology, digital guest tools, and reporting systems.
• Ability to work flexible hours including mornings, evenings, weekends, holidays, and peak occupancy periods.
• Self-motivated with the ability to work independently while partnering closely with operational departments.

Responsibilities

• Oversee daily front office operations, including check-in/check-out, guest requests, and reservations support.
• Act as manager on duty for assigned shifts, supporting front desk staff and resolving issues promptly.
• Handle guest concerns and service recovery opportunities with empathy and judgment.
• Review arrivals, departures, VIPs, and room assignments to ensure personalized service.
• Coordinate with housekeeping and other departments to ensure room readiness.
• Train, coach, schedule, and support front office team to maintain service standards.
• Conduct pre-shift meetings to communicate occupancy and priorities.
• Monitor front office systems, cash handling, and guest records for accuracy.
• Assist with room inventory management and daily operational reporting.
• Maintain welcoming lobby reflecting service culture and cleanliness.
• Support emergency procedures and safety protocols.
• Act on behalf of Front Office Manager when needed and drive continuous service improvement.

Skills

Leadership

Communication

Problem-solving

Guest service recovery

Tools

Hotel PMS

Job description

Trailborn Jackson Hole is seeking a dynamic Assistant Front Office Manager to support the Front Office Manager in overseeing daily operations, guest arrivals and departures, and lobby leadership.

You will ensure warm, efficient, and personalized service while coordinating with housekeeping and other departments, training staff, and maintaining standards. This on-site role requires flexible hours and a focus on guest satisfaction.