Assistant Guest Service Manager - Viceroy

At East West Hospitality, our vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We hope you’ll consider joining us!

About the Role

Viceroy Snowmass, located in beautiful Snowmass Village, Colorado, is seeking a motivated, service-oriented, and experienced Assistant Guest Services Manager to join our team! In this role, you will support the daily operations of the Front Office and Guest Services departments, ensuring seamless service delivery, exceptional guest experiences, and efficient hotel operations.

Working closely with the Director of Front Office and department leaders, you will help oversee Front Desk, Guest Relations, Reservations, PBX, Concierge, and Valet operations while coaching team members, resolving guest concerns, and maintaining luxury hospitality standards. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, builds strong relationships, and is passionate about creating memorable guest experiences.

• • Job Location: Viceroy Snowmass – Snowmass Village, CO
  • Pay Rate: $31.00 / hourly
  • Schedule: Flexible schedule; evenings, weekends, and holidays required as needed
  • Employment Status: Full-Time, Year-Round or Seasonal
  • Start Date: ASAP
  • Application Deadline: 12/02/2026 or until filled

What You'll Do

• Support daily Front Office and Guest Services operations, including guest arrivals, departures, room assignments, reservations, concierge services, and valet operations to ensure a seamless luxury guest experience.
• Lead, coach, and motivate team members to consistently deliver personalized service, exceed guest expectations, and maintain high operational standards.
• Resolve guest concerns, complaints, and service recovery situations professionally, ensuring timely follow-up, accurate documentation, and appropriate communication with department leaders.
• Maintain an active presence throughout the property, engaging with guests and colleagues, anticipating needs, and identifying opportunities to enhance service quality and guest satisfaction.
• Collaborate with Housekeeping, Engineering, Reservations, Sales, and other departments to coordinate room availability, special requests, VIP experiences, and efficient daily operations.
• Assist with colleague training, onboarding, performance feedback, and development initiatives while promoting teamwork, accountability, and a positive work environment.
• Monitor guest satisfaction feedback, service trends, and guest preferences to identify opportunities for continuous improvement and personalized service.
• Support departmental financial and administrative operations, including scheduling, labor management, payroll accuracy, inventory, billing adjustments, and compliance with established procedures.
• Ensure compliance with company policies, standard operating procedures, safety requirements, and emergency protocols while maintaining a safe and professional environment.
• Assist the Director of Front Office with departmental meetings, operational planning, performance goals, and daily management responsibilities, providing leadership coverage when needed.

About You

• Support daily Front Office and Guest Services operations, including guest arrivals, departures, room assignments, reservations, concierge services, and valet operations to ensure a seamless luxury guest experience.
• Lead, coach, and motivate team members to consistently deliver personalized service, exceed guest expectations, and maintain high operational standards.
• Resolve guest concerns, complaints, and service recovery situations professionally, ensuring timely follow-up, accurate documentation, and appropriate communication with department leaders.
• Maintain an active presence throughout the property, engaging with guests and colleagues, anticipating needs, and identifying opportunities to enhance service quality and guest satisfaction.
• Collaborate with Housekeeping, Engineering, Reservations, Sales, and other departments to coordinate room availability, special requests, VIP experiences, and efficient daily operations.
• Assist with colleague training, onboarding, performance feedback, and development initiatives while promoting teamwork, accountability, and a positive work environment.
• Monitor guest satisfaction feedback, service trends, and guest preferences to identify opportunities for continuous improvement and personalized service.
• Support departmental financial and administrative operations, including scheduling, labor management, payroll accuracy, inventory, billing adjustments, and compliance with established procedures.
• Ensure compliance with company policies, standard operating procedures, safety requirements, and emergency protocols while maintaining a safe and professional environment.
• Assist the Director of Front Office with departmental meetings, operational planning, performance goals, and daily management responsibilities, providing leadership coverage when needed.

About You

• High school diploma or equivalent required; bachelor's degree in Hospitality Management or a related field preferred.
• Two to four years of hotel operations, Front Office, or Guest Services experience, preferably in a luxury hotel or resort environment.
• At least one year of supervisory or management experience in Front Office or Guest Services preferred.
• Strong leadership and coaching skills with 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.
• Experience with hotel property management and guest service systems; familiarity with Opera, ALICE, Salto, and Microsoft Office preferred.
• Understanding of hotel operations, guest satisfaction standards, scheduling, labor management, and basic financial procedures.
• Strong attention to detail, organizational skills, and the ability to work independently while collaborating 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.

Benefits & Perks

Eligible employees may enjoy a variety of benefits and perks, including:

• Medical, Dental, Vision coverage
• 401k with discretionary company match
• Paid Time Off & Paid Sick Time
• Ski Pass or Equivalent Bonus
• Employee Discounts at Eye Pieces
• Sabbatical Program
• $500 Employee Referral Program
• Employee Assistance Program

Benefits and perks are subject to eligibility requirements and applicable company policies.

Why Join Us

At Viceroy Snowmass, we believe exceptional hospitality begins with passionate people and genuine connections. Our Guest Services team plays an essential role in creating memorable experiences through personalized service, teamwork, and attention to detail. As an Assistant Guest Services Manager, you'll have the opportunity to make a meaningful impact by supporting colleagues, enhancing daily operations, and helping deliver the exceptional service our guests expect.

As part of East West Hospitality, you'll be joining a company that values integrity, professional growth, community involvement, and a supportive workplace culture. We encourage leadership development, recognize individual contributions, and provide opportunities to build a rewarding career in luxury hospitality. Join us and help create unforgettable experiences in one of Colorado's premier mountain destinations!

We are committed to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We welcome applicants from all backgrounds and experiences and make employment decisions based on qualifications, merit, and business needs.

East West Hospitality is an equal opportunity employer and participates in E-Verify.