This hands-on role is based in Jackson, Wyoming, overseeing the arrival and departure experiences, curbside operations, amenity personalization, and guest recovery, with occasional Hotel Manager on Duty duties at Hotel Jackson.
Responsibilities
- The welcome experience: deliver a warm, polished, and highly personalized arrival and departure for every guest, greeting them with genuine care from first contact.
- Curbside operations: manage traffic flow, vehicle staging, luggage handling, door coverage, guest recognition, and coordination with the Front Desk to enable seamless arrivals.
- Anticipation: proactively identify guest needs and own each request through to completion.
- The farewell: leave a warm, memorable final impression that encourages guests to return.
- Daily operations: oversee day-to-day management of Valet, Bell, Door, and guest transportation with safe, secure procedures for vehicles, luggage, keys, and schedules.
- Vehicle and key security: safeguard guest keys, monitor vehicle readiness, cleanliness, fueling, maintenance, inspections, and documentation at all times.
- Transportation coordination: coordinate airport transfers, local transportation, transfers for dinners and activities, luggage storage, package handling, and special movement requests with precision and warmth.
- Safety standards: ensure drivers and the valet team consistently follow safety requirements and hotel procedures.
- Staffing deployment: adjust team staffing and positioning in real time based on arrivals, departures, occupancy, weather, events, and guest demand.
- Amenity program ownership: plan, prepare, deliver, and document guest amenities across all occasions.
- Cross-department partnership: collaborate with Front Office, Housekeeping, Food and Beverage, Sales, and Reservations to personalize arrivals and recognize special occasions such as birthdays and anniversaries.
- Standards and presentation: ensure every amenity is accurate, timely, well-presented, and meaningful to the recipient.
- VIP and repeat guest care: maintain standards for VIP recognition, repeat guest preferences, recovery amenities, welcome gifts, and special requests for smooth execution.
- Primary escalation point: act as the first management resource for transportation, arrivals, departures, luggage, vehicle, and amenity concerns, resolving issues promptly and calmly with appropriate authority.
- Ownership over deflection: take ownership of problems, follow up after recovery, and confirm resolution with guests.
- Pattern recognition: document significant concerns, identify recurring patterns, and implement preventive solutions.
- Full team ownership: recruit, train, schedule, coach, and develop a high-performing Guest Services team across Valet, Bell, Door, and Transportation.
Requirements
- Minimum 3 years of progressive experience in luxury hotel, resort, front office, guest services, valet, bell, transportation, or rooms operations.
- Previous supervisory or management experience in a high-touch, guest-facing hospitality environment.
- Demonstrated ability to lead hourly teams in a fast-paced setting with strong guest service standards.
- Strong guest recovery, conflict resolution, and real-time decision-making skills.
- Ability to remain calm, visible, and effective during peak periods, severe weather, transportation disruptions, and emotionally charged situations.
- Proven scheduling, labor management, training, coaching, and operational planning capabilities.
- Excellent written and verbal communication skills.
- Working knowledge of hotel operations, guest service systems, transportation logistics, safety practices, and key-control procedures.
- Valid driver's license with a driving record acceptable under company insurance requirements.
- Available for mornings, evenings, weekends, holidays, and peak seasonal periods.
Benefits
- Annual salary: USD 75,000
- Medical, dental, and vision coverage
- 401(k) with company match
- Paid time off
- Additional paid time for eligible company-recognized holidays worked
- Subsidized employee housing
- Ski pass plus select local perks
- Employee discounts at restaurant/bar and retail outlets
- Professional development opportunities
- Food provided
- Dental insurance
- Health insurance
- Vision insurance
Strongly preferred
- Experience at a luxury boutique hotel or mountain resort
- Seasonal destination experience with occupancy, staffing, weather, and transportation fluctuations
- Familiarity with Jackson Hole, Grand Teton, Yellowstone, and the surrounding region
- Experience with VIP arrivals, hotel vehicles, airport transfers, and complex transportation logistics
- Background in independent or family-run properties with hands-on leadership
- Knowledge of Forbes-style luxury service expectations
Who thrives here
This role suits a visible operator who sets high standards with warmth, makes real time decisions, coaches effectively, and steps into the operation when needed. The position recognizes the realities of a mountain resort, including weather-driven changes, seasonal staffing shifts, and transportation complexity, while preserving an effortless guest experience.
This may not be the right fit if you
Prefer to manage from an office rather than lead from the curb and lobby during peak operations; rely on heavy corporate infrastructure; are uncomfortable with physical, outdoor leadership and a variable schedule; or seek a lifestyle-centric role with flexible hours.
Work location
In person, Jackson, WY (onsite)
Compensation
Annual salary: USD 75,000
