Director of Resort Experience and Operations (Front Office)

The Westin Riverfront Resort & Spa is seeking a Director of Resort Experience and Operations for our Front Office Team. This role supports the Resort Manager in the day-to-day leadership of hotel operations, with a focused responsibility for delivering exceptional guest experiences and overseeing key guest-facing operational departments. This role provides direct leadership to the Front Office leadership team, including department managers and the Overnight Guest Service Manager, and is accountable for the performance and service delivery of the Front Desk, Bell Services, Valet, Door Services, Service Express, Night Audit, and Shuttle operations.

Blending strategic vision with hands-on leadership, the Director brings operational expertise, a passion for luxury service, and the ability to influence both the Front Office team and cross-functional partners. This leader is responsible for ensuring exceptional and personalized guest experiences throughout all stages of the guest journey - from pre-arrival to post-departure - while maintaining service standards, optimizing financial performance, and reinforcing compliance with Marriott and East West Hospitality brand programs.

The Director also plays a key role in driving service culture throughout the resort, actively leading guest service training initiatives for the Front Office team and supporting resort-wide efforts. If this hands-on, on-site leadership role is in your wheelhouse, we want to hear from you!

Duties Include:

Guest Experience Leadership

• Lead a personalized, proactive guest journey across all touchpoints, with focus on VIP recognition and engagement strategies.

• Maintain a visible presence to resolve issues in real time, manage feedback, and reinforce service excellence.

Operational Oversight

• Oversee daily operations across Front Desk, Bell, Valet, Shuttle, and related teams, ensuring seamless execution and brand consistency.

• Align staffing, scheduling, and procedures with service goals, financial targets, and regulatory compliance.

Team Leadership & Culture

• Recruit, train, and coach associates and managers to drive performance, professional growth, and service excellence.

• Foster a positive, engaged team culture through recognition programs, communication, and training initiatives.

Compliance & Strategic Collaboration

• Ensure alignment with Marriott and East West Hospitality standards, audits, and process improvements.

• Collaborate across departments to support resort-wide initiatives and uphold a consistent, guest-centered culture.

Perks: Free onsite parking, Marriott room discounts

Location: The Westin Riverfront Resort & Spa - Avon, CO

Employment Type: Full Time, Year Round

Start Date: ASAP

Pay Range: $80,000+ / year, based on experience. Eligible for 10% annual bonus program.

Schedule: 5 days a week, shifts vary based on business needs. Holidays and Weekends are likely.

Posting Closes: 6/20/2025 or when filled

The right person for this job will be a well-rounded hospitality leader that encompasses the following:

Experience & Qualifications

• 3+ years of leadership in Front Office operations within a luxury hotel or resort; timeshare or whole-ownership experience a plus.

• Proven success managing multi-functional teams (e.g., guest services, valet, shuttle, concierge) and driving guest satisfaction and cross-department collaboration.

Guest-Centered Leadership

• Builds lasting guest relationships through authentic, responsive service and effective issue resolution.

• Instills trust through integrity, transparency, and consistent follow-through.

People & Team Skills

• Communicates clearly and adapts style to diverse audiences; listens actively to foster understanding.

• Develops talent and directs work by setting clear expectations, coaching for growth, and empowering team success.

Operational Excellence

• Demonstrates financial acumen with a strong grasp of budgets, labor, and cost controls to drive results.

• Holds self and others accountable while cultivating an engaged, high-performing team culture.

Adaptive & Inclusive Leadership

• Builds cohesive teams by valuing diverse perspectives and individual strengths.

• Adjusts leadership approach to fit varying situations, team dynamics, and guest needs.

Benefits:

In addition to onsite parking, our benefits package is designed to enhance your overall experience and well-being. Enjoy Marriott Hotel Discounts Worldwide, a Winter Incentive Program for full-time employees, and generous Paid Time Off year-round. Choose from three Health Insurance plans, along with Dental, Vision, & Accident Insurance, and Life Insurance, all available for full-time staff. We offer a 401(K) Plan with a discretionary employer match, along with affordable $8 Employee Lunches. Our commitment to your growth includes Career Development Trainings and Discounted Gym Memberships at The Athletic Club Westin. Youll also benefit from Discounts at Eye Pieces, Corporate Discounts through Perk Spot, a Sabbatical Program, and a $500 Referral Program. Join us and experience a comprehensive benefits package that supports your professional growth and personal well-being!

Why East West:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We strive to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong.

We hope youll consider joining us! Visit our website to learn more about East West at jobs.eastwest.com/culture.