Job Title: FRONT OFFICE MANAGER

Reports To: Director of Lodging

Rate of Pay: $65k to $70k annually

Shift: Flexible Schedule, must be available to work weekends, evenings, holidays, & special events

Full-time year-round position

FLSA Status: Exempt/Salaried

Summary: The Front Office Manager at Sundance Resort is a dynamic leadership opportunity for a highly motivated and experienced hospitality professional. This role oversees the current lodging operations while leading the planning, preparation, and opening of a new 63-room Inn scheduled to open December 2025. The Front Office Manager is expected to uphold elevated service standards to deliver an authentic Sundance Resort guest experience-blending the refined expectations of the Forbes Travel Guide and Michelin Travel Guide with Sundance Resort's unique brand of warm, authentic hospitality. This individual will also ensure compliance with service standards required by Sundance Resort's various partnerships and consortia affiliations. In addition to providing leadership across Front Desk, Concierge, and Bell Services teams, this role is critical in maintaining consistency, excellence, and innovation throughout the guest journey.

Key Responsibilities:

• Oversee all Front Office operations, including guest services, registration, room inventory management, adherence to service standards, and other duties as assigned.
• Coach and counsel employees to reflect Sundance Resort Service Standards and Procedures Ensure consistent delivery of an elevated, authentic Sundance Resort guest experience aligned with Forbes and Michelin Travel Guide standards, as well as Sundance Resort's partnership and consortia requirements.
• Lead the development and execution of Sundance Resort's Curated Concierge program for The Inn
• Maintain excellent cross-functional communication with the Sundance Resort departments
• Maintain information on prices, rates, specials, packages, programs, inventory management, etc, while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Collaborate with Reservations and Concierge teams to leverage pre-arrival information and drive Sundance Resort's amenity program, VIP arrivals, special occasions, and curated experiences.
• Foster a guest-focused culture by monitoring service quality, conducting inspections, and ensuring all Front Office departments meet or exceed standards.
• Manage labor costs and departmental expenses to maximize productivity and profitability while maintaining budgetary controls.
• Prepare and present financial performance reports at monthly profit and loss meetings; support budgeting and forecasting efforts.
• Implement strategic upselling and marketing initiatives to increase guest engagement and revenue.
• Oversee the Front Desk's wine and alcohol program, maintaining accountability and ensuring all Bell staff are TIPS certified.
• Recruit, develop, and retain Front Office team members through effective coaching, performance management, scheduling, and recognition programs.
• Monitor guest satisfaction trends and feedback, proactively resolving issues and driving continuous service improvements.
• Maintain comprehensive team knowledge of Sundance Resort products, services, events, pricing, policies, and local area information.
• Collaborate closely with the Lodging Leadership team to drive strategic planning and execute the successful opening of the new 63-room full-service Inn at the base of Sundance Resort. Core responsibilities encompass:
  • Coordinating the setup of office spaces and guestrooms to ensure operational readiness
  • Leading recruitment, onboarding, and training initiatives to build a high-performing team
  • Developing and implementing standard operating procedures (SOPs), safety protocols, and guest service sequences aligned with Sundance Resort's elevated standards
  • Overseeing comprehensive education on room products, rates, amenities, and technology systems
  • Partnering with the Director of Lodging on pre-opening budgeting and forecasting to ensure financial and operational objectives are met

Qualifications:

• Bachelor's degree in hospitality management or equivalent experience required.
• Minimum of 4 years of progressive hotel Rooms Division or Front Office management experience.
• Strong financial skills, with experience in budgeting, forecasting, and reporting.
• Proven ability to lead high-performing teams and deliver exceptional guest experiences.
• Excellent communication, organizational, and problem-solving skills.
• Proficient with hotel property management systems (PMS), Microsoft Office Suite, and other standard technology tools.
• Must be at least 25 years old.
• Availability to work evenings, weekends, and holidays is required.
• To successfully perform this job, individuals must meet the required knowledge, skills, and abilities. Reasonable accommodations may be provided for those with disabilities.

Benefits:

• Competitive benefits package including:
  • Subsidized medical, dental, and vision insurance
  • 401(k) retirement plan
  • Short- and long-term disability
  • Basic life insurance
  • Paid time off
• Employee discounts on dining, retail, spa, and other resort amenities
• Complimentary season pass for employee, one guest, and dependents