Guest Experience (Valet) Manager

About the role

The Guest Experience Manager at The Observatory Sun Valley, A Viceroy Resort, is responsible for overseeing valet, transportation, and guest arrival/departure operations. This role also involves managing the Rivian fleet program, coordinating transportation logistics, and ensuring a seamless guest experience.

Responsibilities

• 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
• Cook up transportation logistics for guests, ownership, VIP arrivals, airport transfers, events, dining reservations, and special requests
• 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
• Respond to guest concerns and service recovery situations promptly and professionally

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
• Able to anticipate, identify, and resolve operational and guest-related issues
• Effectively communicate both verbally and in writing with guests, employees, and leadership in a courteous and professional manner
• Effective at listening to, understanding, and clarifying concerns raised by guests and employees
• Valid driver’s license with an acceptable driving record required
• 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
• Maintain confidentiality and professionalism in all interactions
• Work a flexible schedule including evenings, weekends, holidays, and extended hours as operational needs require