Luxury Guest Experience Manager

East West Hospitality; Vail (CO); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Free onsite parking

Marriott room discounts

401(K) match

Job summary

East West Hospitality is seeking a Guest Services Manager for The Westin Riverfront Resort & Spa in Avon, CO. This key leadership role oversees the Front Office and related guest services teams, ensuring hospitality, accountability, and service excellence across arrival to departure.

You will lead Front Desk, Bell Services, Valet, Ski Valet, and related departments, mentor staff, drive guest satisfaction, and partner with housekeeping and other teams to deliver a consistently outstanding resort

Qualifications

• 3–5 years of progressive Front Office leadership experience.
• Bachelor's degree preferred; high school diploma acceptable.

Responsibilities

• Lead the Front Office, Concierge, Bell, Valet, Ski Valet, Guest Relations, Reservations, and Service Express teams to deliver exceptional guest experiences.
• Coach, develop, and motivate team members while fostering a culture of hospitality, accountability, and service excellence.
• Resolve guest concerns, oversee service recovery efforts, and ensure every interaction reflects our luxury resort standards.
• Monitor guest satisfaction, identify opportunities for improvement, and implement strategies that elevate the overall guest experience.
• Build strong relationships with guests by recognizing VIPs, coordinating special requests, and creating personalized stays.
• Partner with Housekeeping, Engineering, Sales, and other departments to ensure seamless daily operations and room readiness.
• Maintain compliance with brand standards, operating procedures, and company policies while supporting revenue and operational goals.
• Lead by example with a visible presence throughout the resort, supporting your team and delivering exceptional service every day.

Skills

Front Office leadership

Guest relations

Team development

Operational hospitality

Communication

Education

Bachelor's degree (preferred)

Tools

Opera PMS

Job description

East West Hospitality is seeking a Guest Services Manager for The Westin Riverfront Resort & Spa in Avon, CO. This key leadership role oversees the Front Office and related guest services teams, ensuring hospitality, accountability, and service excellence across arrival to departure.

You will lead Front Desk, Bell Services, Valet, Ski Valet, and related departments, mentor staff, drive guest satisfaction, and partner with housekeeping and other teams to deliver a consistently outstanding resort