Guest Experience Manager (Front Office Operations)

HOTEL JACKSON

Jackson, Wyoming

Guest Experience Manager

Front Office Leadership | Full-Time, Year-Round |

$95,000 - $105,000

Relocation Assistance · Subsidized Employee Housing · Ski Pass discount Local Perks

Who We Are

Hotel Jackson is a boutique luxury hotel on the Town Square in Jackson, Wyoming. We are independently owned, personally operated, and deeply invested in this place. Hospitality here isn’t transactional — it’s an act of genuine connection. We believe in warmth, authenticity, expertise, and the kind of care that makes guests feel truly at home.

Our mission is simple: We are here to host. That means anticipating needs, elevating every detail, and delivering impactful memorable moments.

The Role

We’re looking for a Guest Experience Manager to own the full guest journey at Hotel Jackson — from the first pre-arrival touchpoint through checkout and beyond. You’ll lead and develop the front-of-house team and be accountable for the standard of care every guest receives at every stage of their stay.

This is a true ownership role. You’re not overseeing a department — you’re shaping the guest experience that defines Hotel Jackson’s reputation. That means setting service culture, building systems that hold under pressure, developing your team’s instincts, and being present where it matters. The property is small by design, which means the impact of your leadership is immediate and visible every single day.

What You’ll Own

Guest Experience

• The full guest journey: own the standard of care from pre-arrival communication and reservation handling through check-in, in-house hosting, and departure — every touchpoint, every shift.
• The intangibles: notice what elevates a stay beyond the expected and act on it before the guest has to ask. Build a team culture where this instinct becomes second nature.
• Guest recovery: own complaint resolution from any area of the hotel with speed, warmth, and full accountability — no defensiveness, no deflection, complete follow-through.
• Guest feedback: monitor reviews, GSAT data, and direct feedback; translate sentiment into coaching, training improvements, and operational adjustments.

Team Leadership

• Assistant Guest Experience Manager: directly manage and develop the AGEM, setting clear expectations, coaching consistently, and building their capability to lead strong shifts independently.
• Front-of-house team: oversee and develop guest experience hosts, bell staff, and concierge — running structured pre-shifts, holding consistent standards, and investing in each team member’s growth.
• Scheduling and payroll: own the front office schedule, approve payroll, and manage labor thoughtfully — balancing operational needs with care for the team.
• Hiring and retention: partner with leadership on hiring decisions and build the kind of working environment where strong people want to stay.

Operations and Systems

• PMS fluency: operate the property management system with full confidence — check-ins, check-outs, room blocks, daily reports, forecasting, and backend auditing.
• SOPs: build, document, and maintain front office procedures that hold up under pressure, across seasons, and without constant supervision.
• Cross-department communication: partner closely with housekeeping, maintenance, F&B, and the Hotel Manager so nothing falls through the cracks, and the guest experience is seamless across every department.
• Reservations management: oversee reservation accuracy, room assignment, and all front-of-house desk operations with precision and care.

What We’re Looking For

• 4 years of experience in a guest-facing hotel front office management role, with at least 2 years in a Front Office Manager or similar capacity.
• Demonstrated experience leading and developing a front-of-house team in a luxury or boutique hospitality environment.
• Experience managing or mentoring a direct report at the assistant manager level or above.
• Strong working knowledge of hotel property management systems (PMS); Opera Cloud experience is a significant advantage.
• Deep familiarity with luxury service culture.
• Exceptional guest recovery instincts — warm, resourceful, and accountable under pressure without defensiveness.
• Strong organizational skills: scheduling, payroll, reporting, and operational follow-through.
• Confident, calm leadership presence on the floor — steady under pressure and clear with the team.
• Bachelor’s degree in hospitality or a related field preferred.
• Available for variable shifts including evenings, weekends, and holidays as the operation requires.

Who Thrives Here

This role is a fit for someone who wants to own the guest experience — not manage a department. The distinction matters. You’re responsible for how guests feel at Hotel Jackson from the moment they first interact with us to the moment they leave, and for building a team that holds that standard without you having to be in every room.

You’ll thrive if you:

• Lead from the floor — present during arrivals, departures, and high-pressure moments, coaching in real time.
• Build systems and culture: pre-shifts, training cadence, feedback loops, and accountability structures that make the standard self-sustaining.
• Invest genuinely in your direct reports with consistent coaching, high expectations, accountability, and real development.
• Own the guest experience personally: you feel the impact of every review, every recovery, and every moment that lands well or doesn’t.
• Thrive in a small, high-trust environment where your leadership is visible every day and your impact is immediate.

This may not be the right fit if you:

• Prefer to manage from a distance or rely on the assistant manager to hold the floor standard.
• Are more comfortable with process management than with direct team development and guest-facing leadership.
• Need heavy corporate infrastructure or pre-built systems to set direction and hold accountability.
• Are primarily looking for a 9 -5 job with a set schedule.

Compensation & Benefits

We know Jackson is one of the most expensive places to live in the country. We’ve built this package to make the move real.

• Competitive salary commensurate with experience bonus opportunities
• Medical benefits with employer contribution
• 401(k) with company match
• PTO floating holiday comp days
• Subsidized employee housing (based on availability)
• Ski pass select local perks
• Employee discounts at the restaurant/bar, and retail outlets

How to Apply

We review applications seriously, and we ask a few focused questions up front. Please include responses to the following with your application — submissions without them will not be considered.

1. Tenure

List your last three roles with start/end dates (month and year) and a brief note on why you left each.

2. Team Development

Tell us about someone you managed or mentored in a front office or guest-facing role. What was their starting point, what did you invest in, and where did they end up?

3. Guest Recovery

Walk us through a difficult guest situation you owned from start to finish. What happened, what did you do, and what did you learn from it?

4. Holding the Standard

How do you build and sustain a service standard across a team without needing to be present for every interaction? What systems, habits, or structures do you rely on?

5. Why Hotel Jackson

Why this role — and why now? Tell us what draws you here beyond the location.

Hotel Jackson · Town Square, Jackson, Wyoming · hoteljackson.com

Pay: $95,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Relocation assistance
• Vision insurance

Work Location: In person

Salary : $95,000 - $105,000