Front Office Manager

Location

The property offers 73 guest rooms and 12 single-level penthouse residences, all with sweeping views of Idaho’s Rocky Mountains. Guests and owners will enjoy an elevated level of personalized service and an extensive amenity suite, including a 5,700-square-foot full-service spa, a 1,500-square-foot fitness center, six treatment rooms, an indoor thermal pool, cold plunge, sauna, and steam rooms. A state-of-the-art rooftop observatory and outdoor terrace bar will provide unobstructed access to the Central Idaho Dark Sky Reserve, the first designated preserve of its kind in the U.S. and one of only 12 globally.

Overview

The Observatory, a luxury year-round resort located in the heart of Sun Valley Idaho, is seeking an experienced and service-driven Front Office Manager to lead the guest-facing operations of the Front Desk, Concierge, Bell, and Valet teams. This role is responsible for ensuring exceptional guest experiences that reflect the personalized, high-touch service synonymous with the Viceroy brand.

Responsibilities

Guest Experience & Service Excellence

• 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.

Leadership & Team Management

• 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.

Operational & Administrative Responsibilities

• 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.
• Financial & Performance Management
• 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.

Qualifications

• Minimum 2–3years of Front Office supervisory or management experience in a luxury hotel or resort, preferably in a mountain or seasonal environment.
• 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 that include AM, PM, MID and overnight based on operational need and support.