Assistant Guest Service Manager - Viceroy

The Westin Riverfront Resort & Spa • Snowmass Village, CO

2d • Onsite

About The Position

Viceroy Snowmass in Snowmass Village, Colorado, is hiring an Assistant Guest Services Manager to support daily Front Office and Guest Services operations and help deliver seamless service and exceptional guest experiences. The role works closely with the Director of Front Office and department leaders, overseeing Front Desk, Guest Relations, Reservations, PBX, Concierge, and Valet operations. It is a hands-on leadership position involving team coaching, guest concern resolution, cross-department coordination, and maintaining luxury hospitality standards in a fast-paced hotel environment.

The position is full-time and may be year-round or seasonal. The schedule is flexible, with evenings, weekends, and holidays required as needed. The listed pay rate is $31.00 per hour, and the start date is ASAP. The application deadline is December 2, 2026, or until filled.

Requirements

• High school diploma or equivalent.
• Two to four years of hotel operations, Front Office, or Guest Services experience.
• Strong leadership and coaching skills, including the ability to motivate teams, provide constructive feedback, and promote a positive work environment.
• Excellent communication, interpersonal, and problem-solving skills, with a professional and guest-focused approach.
• Ability to multitask, prioritize responsibilities, and make sound decisions in a fast-paced environment.
• Understanding of hotel operations, guest satisfaction standards, scheduling, labor management, and basic financial procedures.
• Strong attention to detail and organizational skills, with the ability to work independently and collaborate across departments.
• Ability to remain professional, adaptable, and solution-oriented when handling guest concerns and operational challenges.
• Ability to stand or walk for extended periods and perform operational tasks as needed, with or without reasonable accommodation.
• Flexible availability to work evenings, weekends, holidays, and varying shifts based on business needs.

Nice To Haves

• Bachelor's degree in Hospitality Management or a related field.
• Experience in a luxury hotel or resort environment.
• At least one year of supervisory or management experience in Front Office or Guest Services.
• Experience with hotel property management and guest service systems; familiarity with Opera, ALICE, Salto, and Microsoft Office.

Responsibilities

• Support daily Front Office and Guest Services operations, including guest arrivals and departures, room assignments, reservations, concierge services, and valet operations.
• Lead, coach, and motivate team members to provide personalized service and maintain high operational standards.
• Resolve guest concerns, complaints, and service recovery situations; ensure timely follow-up, accurate documentation, and communication with department leaders.
• Maintain an active presence throughout the property, engage with guests and colleagues, anticipate needs, and identify ways to improve service and guest satisfaction.
• Coordinate with Housekeeping, Engineering, Reservations, Sales, and other departments on room availability, special requests, VIP experiences, and daily operations.
• Assist with colleague training, onboarding, performance feedback, and development while fostering teamwork, accountability, and a positive work environment.
• Monitor guest satisfaction feedback, service trends, and guest preferences to identify opportunities for improvement and personalized service.
• Support departmental financial and administrative operations, including scheduling, labor management, payroll accuracy, inventory, billing adjustments, and compliance with procedures.
• Ensure compliance with company policies, standard operating procedures, safety requirements, and emergency protocols.
• Assist the Director of Front Office with departmental meetings, operational planning, performance goals, and daily management, and provide leadership coverage when needed.

Benefits

• Medical, dental, and vision coverage, subject to eligibility requirements and company policies.
• 401(k) with discretionary company match, subject to eligibility requirements and company policies.
• Paid time off and paid sick time.
• Ski pass or equivalent bonus.
• Employee discounts at Eye Pieces.
• Sabbatical program.
• $500 employee referral program.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED