Assistant Guest Experience Manager (Front Office Operations)

HOTEL JACKSON

Jackson, Wyoming Assistant Guest Experience Manager Assistant Front Office Manager | Full-Time, Year-Round $75,000 Benefit Package + 401K • 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 an Assistant Guest Experience Manager to support the daily operation of our Front Office — the heart of the guest experience at Hotel Jackson. Working closely with the Guest Experience Manager, you'll help supervise the guest service hosts, bell staff, support Forbes-standard service delivery, and be a reliable, guest-facing presence on the floor every shift. This is a role for someone who is ready to step into leadership and grow within it. You'll carry real responsibility — contributing to training, helping resolve guest concerns, and keeping the front office running with precision — with the support of experienced managers alongside you. The property is small by design, which means your presence is felt and your contributions matter from day one. What You'll Do Support guest experience standards: help ensure every guest interaction reflects Hotel Jackson's core identity — warm, precise, and personal — in partnership with the Front Office Manager.

Assist with team supervision:

support the day-to-day direction of guest experience hosts, bell staff, and concierge, helping the team stay consistent across shifts.

Contribute to Forbes-standard training:

assist with onboarding and ongoing coaching to bring the full front-of-house team to Forbes standards and keep them there.

Identify the intangibles:

notice the details that elevate a stay — and act on them before guests have to ask.

Help resolve guest concerns:

handle complaints and special requests from any area of the hotel with warmth, professionalism, and good judgment, escalating when appropriate.

Front office systems:

operate the property management system with confidence — check-ins, check-outs, room blocks, daily reports, forecasting, and backend auditing.

Reservations support:

make reservations, manage room assignments, run reports, and assist with the full scope of front-of-house desk duties.

Pitch in where needed:

in a small, family-run property, leadership means showing up — whatever the shift requires. What We're Looking For 4+ years of experience in a guest-facing front-of-house hotel role. 3+ years of supervisory or leadership experience, ideally in a luxury or boutique hospitality environment. Bachelor's degree in hospitality or a related field preferred. Strong working knowledge of hotel property management systems, preferably OPERA Cloud (PMS). Familiarity with Forbes Travel Guide standards and luxury service culture. Outstanding guest recovery instincts — warm, resourceful, and composed under pressure. Excellent verbal and written communication skills and a positive, can-do approach. Detail-oriented, organized, and comfortable juggling multiple priorities at once. Available for variable shifts including evenings, weekends, and holidays. Who Thrives Here This is a role for someone who is ready to grow into leadership — not someone who needs to run the show from day one. You'll have real responsibility and real support, and your impact will be visible in the guest experience every shift. You'll thrive if you: Show up on the floor — present during check-in windows, busy departures, and high-pressure moments. Sometimes that means longer days or weeks when necessary.

Care about the details:

guest preferences, room readiness, handoff notes, and the small things that make a stay personal. Are comfortable supporting a team without needing to direct everything. Thrive in a small, high-trust environment where your work is seen and your leadership matters. This may not be the right fit if you: Are looking for a fully autonomous role without close collaboration with a manager above you. Prefer a large, heavily staffed operation with defined departmental silos. Are primarily drawn here by the lifestyle and plan to fit 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 the move real. $75,000 base salary Medical benefits with employer contribution 401(k) with company match 4 weeks PTO + floating holiday comp days Subsidized employee housing (based on availability) Ski pass discount + 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. Guest Experience Tell us about a guest interaction you're proud of — one where you identified and acted on something before the guest had to ask. 3. Guest Recovery Walk us through a difficult guest situation you helped resolve. What happened, what did you do, and how did it land? 4. 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:

$75,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person