HOTEL JACKSON
Jackson, Wyoming
Guest Services Manager
Rooms · Front Office | Full-Time, Year-Round | Reports to Guest Experience Manager
$75,000 Annual Salary
Medical · Dental · Vision · 401(k) · PTO · Ski Pass · 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 Services Manager to lead the arrival, departure, transportation, and amenities experience at Hotel Jackson. You’ll oversee Valet, Bell, Door, guest transportation, luggage services, vehicle coordination, guest deliveries, and arrival amenities — ensuring that every transition point in the guest journey feels effortless, personal, and unmistakably connected to Jackson.
This is a highly visible, hands-on leadership position. You will be present in the operation — particularly during peak arrivals and departures, special events, high-occupancy days, weather disruptions, and seasonal transitions. You lead with warmth, hold exacting standards, solve problems without waiting for direction, and develop a team capable of creating memorable experiences in a fast-moving mountain resort environment.
You will also serve as Hotel Manager on Duty as needed, covering Front Office leadership across the property.
What You’ll Own
Arrival and Departure Experience
- The welcome: create a warm, polished, and highly personalized arrival and departure experience for every guest — acknowledging them immediately and assisting with genuine care from the moment they reach the property.
- Curbside operations: lead traffic flow, vehicle staging, luggage handling, door coverage, guest recognition, and coordination with the Front Desk so every arrival unfolds without friction.
- Anticipation: identify and act on guest needs before they are voiced; own every request through to completion rather than handing it off.
- The farewell: create a final impression that is as warm and memorable as the welcome — one that makes guests want to return.
Valet, Bell, Door, and Transportation Operations
- Daily operations: direct the day-to-day operations of Valet, Bell, Door, and guest transportation with safe, secure, and organized procedures for vehicles, luggage, keys, and transportation schedules.
- Vehicle and key security: ensure guest car keys are safeguarded meticulously and never left unattended; monitor vehicle readiness, cleanliness, fueling, maintenance, inspections, and documentation at all times.
- Transportation coordination: manage airport transfers, local transportation, dinner and activity transfers, luggage storage, package handling, and all special movement requests with precision and warmth.
- Safety standards: ensure drivers and valet team members consistently follow all safety requirements and hotel procedures without exception.
- Staffing deployment: adjust team staffing and positioning in real time based on arrivals, departures, occupancy, weather, events, and guest demand.
Amenities and Personalization
- Amenity program ownership: oversee the planning, preparation, quality, delivery, and documentation of all guest amenities across every occasion.
- Cross-department partnership: partner with Front Office, Housekeeping, Food and Beverage, Sales, and Reservations to personalize arrivals and recognize special occasions — birthdays, anniversaries, first visits, family milestones, and more.
- Standards and presentation: ensure every amenity is accurate, timely, beautifully presented, and meaningful to the specific guest receiving it.
- VIP and repeat guest care: maintain clear standards for VIP recognition, repeat guest preferences, recovery amenities, welcome gifts, and special requests so the team can execute without improvising.
Guest Recovery and Problem Resolution
- Primary escalation point: serve as the first management resource for transportation, arrival, departure, luggage, vehicle, and amenity-related concerns — resolving issues promptly, calmly, and with appropriate authority.
- Ownership over deflection: take responsibility for the problem rather than transferring it; follow up with guests after recovery to confirm the issue has been fully resolved.
- Pattern recognition: document significant concerns, identify recurring patterns, and implement solutions that prevent the same issue from arising again.
Team Leadership and Development
- Full team ownership: recruit, train, schedule, coach, and develop a high-performing Guest Services team across Valet, Bell, Door, and Transportation.
- What We’re Looking For
- 3+ years of progressive luxury hotel, resort, front office, guest services, valet, bell, transportation, or rooms operations experience.
- Previous supervisory or management experience in a high-touch, guest-facing hospitality environment.
- Demonstrated experience leading hourly teams in a fast-paced operation with strong guest service standards.
- Strong guest recovery, conflict resolution, and real-time decision-making skills.
- Able to remain calm, visible, and effective during peak volume, severe weather, transportation disruptions, and emotionally charged situations.
- Strong scheduling, labor management, training, coaching, and operational planning capability.
- 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.
Strongly Preferred
- Luxury boutique hotel or mountain resort experience.
- Experience in a seasonal destination with significant fluctuations in occupancy, staffing, weather, and transportation demand.
- Familiarity with Jackson Hole, Grand Teton National Park, Yellowstone, and the surrounding region.
- Experience with VIP arrivals, hotel vehicles, airport transfers, and complex transportation logistics.
- Experience in an independent or family-run hotel where leaders make decisions without relying on corporate infrastructure.
- Knowledge of Forbes-style luxury service expectations.
Who Thrives Here
This role is a fit for a visible operator, not an office-bound administrator. You know how to set high standards without losing warmth, make decisions confidently, coach in real time, and step into the operation when the team needs support. You understand the realities of a mountain resort — weather changes plans, seasons change staffing needs, transportation gets complicated — and you keep the experience feeling effortless anyway.
Most importantly, you believe hosting is personal. You want guests to feel that they have been welcomed into our home — not processed through a hotel. That belief is what this role is built around.
You’ll thrive if you:
- Are most energized when you’re present in the operation during peak — not catching up on it afterward.
- Set high standards and hold them with warmth and consistency, not rigidity.
- Build a team that takes ownership without being told to — and where no one says “That’s not my job.”
- Know this destination well, or are genuinely excited to learn it deeply and share it with guests.
- Thrive in a small, high-trust, high-accountability environment where your leadership is visible and your impact is immediate.
This may not be the right fit if you:
- Prefer to manage from the office rather than lead from the curb and the lobby during peak operations.
- Need heavy corporate infrastructure, playbooks, or support systems to set direction and hold standards.
- Are not comfortable with the physical demands and variable schedule of a hands-on outdoor leadership role.
- Are primarily drawn here by the lifestyle and plan to fit the work around it.
Compensation & Benefits
We know Jackson is one of the most expensive places to live in the country. We’ve built this package to make it work.
- $75,000 annual salary
- Medical, dental, and vision coverage in accordance with company policy
- 401(k) with company match per plan requirements
- Paid time off per salaried employee policy
- Additional paid time for eligible company-recognized holidays worked
- Subsidized employee housing (based on availability)
- Ski pass + select local perks
- Employee discounts at the restaurant/bar, and retail outlets
- Professional development and opportunities to grow within an independent luxury hospitality environment
Hotel Jackson · Town Square, Jackson, Wyoming · hoteljackson.com
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Food provided
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
