Front Office Manager

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026. 

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.

Located at the southeast corner of Main Street and River Street East - the gateway to downtown Ketchum, Idaho - and just minutes from Bald Mountain’s River Run base, this exceptional property will debut as Sun Valley’s first luxury hotel and for-sale residence offering. As part of the Viceroy team, you’ll help bring our signature experiential hospitality to one of North America’s most iconic, year-round mountain destinations.

The Front Office Manager is responsible for overseeing the daily operation of Front Desk, Guest Services, Concierge, and Uniformed Services operations in an attentive, friendly, efficient, and service-oriented manner while ensuring exceptional guest experiences throughout all stages of the guest journey. Reporting directly to the Rooms Division Manager, this role is responsible for driving guest satisfaction, operational efficiency, team development, and overall Front Office performance in alignment with Viceroy standards.

The Front Office Manager is expected to lead by example through active floor presence, luxury-level guest engagement, operational leadership, and a strong focus on service consistency and team development.

• Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Oversee the daily operation of Front Desk, Guest Services, Concierge, Bell, Door, Transportation, and Valet operations.
• Ensure all guests are welcomed and assisted in a professional, personalized, and service-oriented manner throughout their stay.
• Respond promptly and professionally to guest concerns, service recovery situations, and operational challenges while following up to ensure guest satisfaction.
• Maintain a strong operational presence in the lobby and guest arrival areas to support guests and team members throughout all shifts.
• Supervise, coach, counsel, and develop Front Office team members while fostering a positive and service-focused culture.
• Assist with recruitment, interviewing, onboarding, training, scheduling, and performance management of Front Office employees.
• Ensure all team members are properly trained on SOPs, service standards, operational procedures, and guest engagement expectations.
• Prepare and manage employee schedules in alignment with occupancy forecasts, business demands, payroll budgets, productivity targets, and operational standards.
• Monitor and manage departmental labor, productivity, payroll, and operational expenses to ensure alignment with budget, forecast, and financial performance expectations.
• Monitor room inventory, occupancy, rate variance, forecasting, and daily selling strategies to maximize revenue performance and operational efficiency.
• Review Front Office operational reports, room status, guest requests, VIP arrivals, and departmental communications daily.
• Ensure proper cash handling, billing, credit procedures, and financial controls are consistently maintained.
• Ensure proper operation of Front Office systems, PBX operations, key control procedures, package handling, and Lost & Found processes.
• Monitor VIP arrivals, special requests, group arrivals, and guest preferences to ensure seamless service execution.
• Coordinate closely with Housekeeping, Reservations, Engineering, Sales, Security, and other departments to ensure seamless guest experiences.
• Maintain proper inventory levels of Front Office supplies, operational materials, and guest service resources.
• Support implementation and maintenance of Front Office operational standards, policies, and procedures.
• Participate in MOD coverage and support operational leadership responsibilities throughout the resort as needed.
• Maintain knowledge of emergency procedures and assist with emergency response situations when necessary.
• Review Front Office log books, guest request logs, operational reports, and daily communications to ensure continuity between shifts.
• Coordinate departmental action plans and service initiatives focused on guest satisfaction and operational performance.
• Utilize proper communication and teamwork to support operational efficiency throughout the resort.
• Attend required meetings, trainings, and departmental lineups.
• Maintain regular attendance, punctuality, professional appearance, and grooming standards.
• Ensure overall guest satisfaction through professionalism, responsiveness, and attention to detail.
• Perform other duties as assigned by management.

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Able to work long hours as sometimes required.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.