Guest Experience Manager

Viceroy Hotels

Viceroy Hotels & 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.

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.

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 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.

• 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

• Recruit, train, coach, and develop Valet and Transportation team members
• Create and maintain schedules that align staffing levels with…