Luxury Front Office Manager – Guest Experience Leader

The Observatory Sun Valley, A Viceroy Resort; Ketchum (ID); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) Retirement Plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Job summary

The Observatory Sun Valley, A Viceroy Resort is seeking an experienced Front Office Manager to lead the guest-facing operations of the Front Desk, Concierge, Bell, and Valet teams in Sun Valley, Idaho. You will ensure exceptional guest experiences that reflect the high-touch Viceroy standard.

This role requires strong leadership, superior communication, and a track record of managing staff and guest satisfaction in a luxury setting.

Qualifications

• 2–3 years of Front Office supervisory or management experience in a luxury hotel or resort.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent communication, problem-solving, and guest-resolution abilities.
• Proficiency with property management systems (e.g., Opera, Alice, Innspire) and Microsoft Office Suite.
• Ability to thrive in a fast-paced, guest-centric environment with fluctuating seasonal demands.
• Must be able to work flexible schedules, including weekends, holidays, and peak seasonal periods and a variety of shifts.

Responsibilities

• Oversee daily Front Office operations to ensure seamless arrivals, departures, and in-house guest services.
• Maintain a visible presence on the lobby floor, actively engaging guests to anticipate needs and resolve issues promptly.
• Work a variety of shifts to include AM, PM, Overnight, weekends and Holidays.
• Uphold luxury service standards, ensuring consistency in communication, appearance, and performance across all guest-facing departments.
• Handle VIP arrivals, special requests, and elevated service moments with discretion and creativity.
• Lead, mentor, and develop Front Desk, Concierge, Bell, and Valet teams to perform at a high level with the help and support of RDM.
• Work with Rooms Division Manager on recruiting, hiring, training, and evaluating staff in alignment with company policies and brand service standards.
• Foster a positive, collaborative work environment with a focus on communication, accountability, and professional growth.
• Create and manage schedules to ensure appropriate staffing during peak seasons and high-volume periods.
• Review daily reports, occupancy forecasts, and arrival/departure lists to optimize operations and revenue opportunities.
• Collaborate with Housekeeping, Engineering, Sales, and Food & Beverage departments to support smooth cross-departmental coordination.
• Manage inventory of supplies for the Guest Services operation and place orders.
• Monitor Front Office budget and departmental expenses with assistance from Rooms Division Manager with guidance.
• Complete payroll for the Guest Services Department for each pay period.
• When making the schedule make sure it is in line with the budget.
• Document any labor changes daily and work with the Front Office Management team to make sure this done.

Skills

Front Office supervision

Leadership

Guest service

Communication

Tools

Opera PMS

Alice PMS

Innspire PMS

Microsoft Office

Job description

The Observatory Sun Valley, A Viceroy Resort is seeking an experienced Front Office Manager to lead the guest-facing operations of the Front Desk, Concierge, Bell, and Valet teams in Sun Valley, Idaho. You will ensure exceptional guest experiences that reflect the high-touch Viceroy standard.

This role requires strong leadership, superior communication, and a track record of managing staff and guest satisfaction in a luxury setting.