Guest Experience Lead - Front Office Supervisor

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

Job summary

Trailborn Hotel Management Llc is seeking an Assistant Front Office Manager in Jackson, WY. You will support the Front Office Manager in overseeing daily front office operations, including guest arrivals, check-in/out, and coordinating with housekeeping and other departments to ensure flawless service.

The role requires 2–4 years of hotel front office or rooms division experience, strong leadership and communication skills, and flexibility to work mornings, evenings, weekends, and holidays.

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

• Assist overseeing daily front office operations, including check-in, check-out, guest requests, reservations support, concierge coordination, and lobby presence.
• Serve as manager on duty for assigned shifts, supporting front deskagents,and resolving operational needs ina timelyand professional manner.
• Handle guest concerns, service recovery opportunities, and escalated situations with empathy, sound judgment, and a commitment to guest satisfaction.
• Review daily arrivals, departures, VIPs, special requests, room assignments, and guest profiles to ensure personalized and seamless service.
• Partner with housekeeping, maintenance, reservations, food and beverage, and other departments to coordinate room readiness, guest needs, and service follow-up.
• Train, coach, schedule, and support front office team members tomaintainconsistent service standards and efficient operations.
• Conduct pre-shift meetings to communicate occupancy, arrivals, departures, VIP details, service priorities, and operational updates.
• Monitor front office systems, cash handling, billing procedures, key control, and guest records to ensure accuracy and compliance with company standards.
• Assist with roomfor inventory management, occupancy awareness, upselling opportunities, and daily operational reporting.
• Maintain a welcoming lobby and front desk environment that reflects the property’s service culture, cleanliness standards, and attention to detail.
• Support emergency procedures, safety protocols, and incident reporting as needed during assigned shifts.
• Act on behalf of the Front Office Manager when needed andassistwith departmental goals, team development, and continuous service improvement.

Skills

Leadership

Communication

Problem solving

Guest service recovery

Supervisory experience

Front desk operations

Team coaching

Tools

Property Management System (PMS)

Job description

Trailborn Hotel Management Llc is seeking an Assistant Front Office Manager in Jackson, WY. You will support the Front Office Manager in overseeing daily front office operations, including guest arrivals, check-in/out, and coordinating with housekeeping and other departments to ensure flawless service.

The role requires 2–4 years of hotel front office or rooms division experience, strong leadership and communication skills, and flexibility to work mornings, evenings, weekends, and holidays.