Guest Experience Manager

Guest Experience Manager

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

The Guest Experience Manager is responsible for leading the arrival, departure, valet, transportation, and luxury guest mobility experience for The Observatory Sun Valley, A Viceroy Resort. This role oversees all valet operations, vehicle management, transportation services, and the Rivian fleet program while ensuring exceptional service standards aligned with a luxury resort environment.

This leader is responsible for creating a seamless and elevated first and last impression for guests, owners, and visitors through thoughtful service execution, operational efficiency, and team leadership. The Guest Experience Manager will directly oversee the Valet and Transportation team and work closely with Front Office, Residential Services, Engineering, and Security to ensure a cohesive guest experience throughout the property.

The Guest Experience Manager reports directly to the Rooms Division Manager.

Guest Experience & Operations

• Lead all valet, transportation, and guest arrival/departure operations for the resort and residences
• Ensure all guest interactions are handled with professionalism, warmth, urgency, and attention to detail consistent with luxury hospitality standards
• Oversee the daily operation of valet parking, luggage assistance, guest transportation, and vehicle retrieval services
• Manage the resort's Rivian fleet program, including vehicle readiness, charging coordination, cleanliness, scheduling, and guest orientation
• Coordinate transportation logistics for guests, ownership, VIP arrivals, airport transfers, events, dining reservations, and special requests
• Ensure all guest vehicles are handled safely, securely, and efficiently
• Monitor arrival patterns, occupancy levels, events, and transportation demands to proactively adjust staffing and operational coverage
• Maintain organization and cleanliness of valet podiums, porte cochere, loading zones, transportation areas, and vehicle staging locations
• Partner closely with Front Office and Guest Services teams to ensure seamless communication regarding guest arrivals, departures, and VIP accommodations
• Assist with creating memorable and personalized guest experiences that enhance overall satisfaction and brand loyalty
• Respond to guest concerns and service recovery situations promptly and professionally

Leadership & Team Management

• Recruit, train, coach, and develop Valet and Transportation team members
• Create and maintain schedules that align staffing levels with operational demands and labor expectations
• Conduct daily stand-up meetings and ongoing training focused on luxury service standards, safety, and operational procedures
• Provide consistent coaching, performance feedback, and accountability to team members
• Foster a positive, professional, and service-driven team culture
• Ensure team members maintain proper appearance, grooming, and uniform standards
• Support employee engagement, retention, and professional development initiatives
• Participate in performance evaluations, corrective action, and recognition programs as needed

Transportation & Fleet Oversight

• Oversee resort transportation operations, including resort shuttles, guest transportation, and third-party transportation coordination
• Manage the operational readiness, charging schedules, cleanliness, maintenance coordination, and usage tracking of the Rivian fleet
• Ensure all transportation vehicles meet safety, cleanliness, and presentation standards at all times
• Monitor fleet usage and operational needs while making recommendations for efficiency improvements
• Coordinate with Engineering and external vendors regarding vehicle maintenance and repairs

Financial & Administrative Responsibilities

• Manage departmental labor and operational expenses in alignment with budget expectations
• Monitor payroll, overtime, scheduling efficiency, and staffing productivity
• Assist with forecasting staffing and transportation needs based on occupancy and operational trends
• Maintain accurate operational logs, vehicle usage records, incident reports, and departmental documentation
• Ensure proper handling and reporting of guest vehicle incidents, claims, and damages
• Support departmental purchasing and inventory controls for valet and transportation supplies

Safety & Compliance

• Ensure compliance with all company policies, brand standards, and safety procedures
• Maintain knowledge of local driving regulations, transportation safety requirements, and risk management practices
• Ensure all team members maintain valid driver qualifications as required
• Conduct routine safety inspections of operational areas and transportation equipment
• Respond appropriately to emergency situations and support resort emergency procedures when necessary

Qualifications

• Minimum 3–5 years of leadership experience in valet operations, transportation, guest services, or luxury hospitality operations
• Supervisory experience required, including experience leading and developing hourly teams in a fast-paced environment
• Strong leadership, communication, and organizational skills
• Ability to manage multiple priorities while maintaining exceptional guest service standards
• Knowledge of valet operations, transportation logistics, vehicle safety procedures, and luxury guest arrival experiences
• Must be effective in anticipating, identifying, and resolving operational and guest-related issues
• Ability to understand and evaluate operational information, schedules, labor needs, and departmental reports to support business objectives
• Must maintain a warm, friendly, attentive, and service-oriented demeanor at all times
• Must be able to effectively communicate both verbally and in writing with guests, employees, and leadership in a courteous and professional manner
• Must be effective at listening to, understanding, and clarifying concerns raised by guests and employees
• Valid driver's license with an acceptable driving record required
• Ability to safely operate a variety of vehicles, including electric vehicles and SUVs
• Proficiency with Microsoft Office, Windows operating systems, and hotel operational systems preferred
• Ability to multitask, prioritize responsibilities, and adapt in a fast-paced luxury environment
• Ability to maintain confidentiality and professionalism in all interactions
• Ability to work a flexible schedule including evenings, weekends, holidays, and extended hours as operational needs require
• Maintain regular attendance in compliance with hotel standards and operational scheduling needs
• Maintain high standards of personal appearance and grooming in accordance with resort standards
• Comply with all company policies, luxury brand standards, and safety regulations
• Long hours are occasionally required
• 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
• Perform other duties and responsibilities as requested by management