Assistant Front Office Manager

Viceroy Hotels ViceroyHotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C.,St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, Idaho slated to open in summer 2026. Location The property offers 73 guest rooms and 12 single-level penthouse residences, all with sweeping views of Idaho’s Rocky Mountains. Guests and owners will enjoy an elevated level of personalized service and an extensive amenity suite, including a 5,700-square-foot full-service spa, a 1,500-square-foot fitness center, six treatment rooms, an indoor thermal pool, cold plunge, sauna, and steam rooms. A state-of-the-art rooftop observatory and outdoor terrace bar will provide unobstructed access to the Central Idaho Dark Sky Reserve, the first designated preserve of its kind in the U.S. and one of only 12 globally. Overview Located at the southeast corner of Main Street and River Street East - the gateway to downtown Ketchum, Idaho - and just minutes from Bald Mountain’s River Run base, this exceptional property will debut as Sun Valley’s first luxury hotel and for-sale residence offering. As part of the Viceroy team, you’ll help bring our signature experiential hospitality to one of North America’s most iconic, year-round mountain destinations. The Assistant Front Office Manager is responsible for supporting the daily operation of the Front Office department in an attentive, friendly, efficient, and service-oriented manner while ensuring exceptional guest experiences throughout all stages of the guest journey. This role assists in overseeing Front Desk operations, guest service initiatives, training, guest relations, and operational execution while maximizing guest satisfaction, room revenue, and overall operational efficiency in alignment with Viceroy standards. Responsibilities Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc. Assist daily in the guest reception. Responds daily allsocial media feedback, follow up with guest as well as internally. Communicates effectively and genuinely with guests, team members and other departments. Assists and often leads guest service training initiatives within the front office department Maintains a friendly and caring demeanor at all times in a fast paced environment. Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress. Demonstrates team work by co-operating and assisting colleagues as needed. Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals Maintains and updates all guest profiles Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests Works with all new hires for FD training. Interviews, hire and train guest services agents Becomes informed of events/functions in the hotel during shifts. Maintains a house bank and keeps an accurate report of daily receipts and deposits. Is able to work with and understand basic financial data and information. Is able to find guest centric solutions Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction. Is able to take or assist with reservations. Is able to assist at PBX. Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests. Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive. Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards. Maintains a good relationship with repeat guests and their special requests. Is able to supervise a shift when needed. Works closely with Sales and their VIP Clients. Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel. Has knowledge of and assists in all emergency procedures as required. Attends all mandatory meetings and training classes. Has knowledge of the names, titles and positions of key people within the hotel. Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc. Completes all checklists as assigned. Qualifications A 4-year college degree and at least 1 year of related experience required. Supervisory experience required. Labor experience and OPERA experiences preferred. Must be proficient in Windows, Company approved spreadsheets and word processing. Long hours sometimes required. Two overnight shiftswith this position. Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Maintain a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Attend all hotel required meetings and trainings. Participate in M.O.D. coverage as required. Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, which include wearing nametags. Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. Benefits We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future. Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions Paid holidays Paid vacation Paid sick leave (provided in accordance with applicable law) Employee assistance program (EAP) Educational opportunities / Tuition reimbursement Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law For Employees Based in Washington: 8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next. For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year Up to 20 days of paid vacation per year, based on classification and length of service 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked. For Employees Based in California: 8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO. Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next. Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable. **The above-referenced benefits do not apply to part-time positions Posting Date This job opening was posted on 8/10/26 and will remain open for at least 75 days. #J-18808-Ljbffr Highgate