Reservation & Guest Experience Manager

Job Description

Job Description

About Aspen Vacations

Aspen Vacations is a luxury vacation rental company based in Aspen, CO, one of the world's most iconic destinations, managing a curated portfolio of exceptional properties. True five-star hospitality is in the details: anticipating needs, personalizing every interaction, and creating unforgettable experiences from pre-arrival through post-departure. We are a close, collaborative team driven by a genuine commitment to our guests, our homeowners, and the standard of experience we deliver.

Position Overview

We’re seeking a relationship-driven sales professional with a genuine passion for luxury hospitality and leading others in delivering exceptional guest experiences.

You’ll own the guest journey from initial inquiry through post-departure — taking the time to understand guests’ needs, preferences, and vision for their time in Aspen Snowmass, thoughtfully matching them with the ideal property, ensuring itineraries reflect their vision, and coordinating with internal teams to fulfill special requests and ensure each stay is seamless, personalized, and memorable. Throughout your working hours, you’ll remain the primary point of contact for guests while working closely with the broader guest experience team to ensure seamless continuity of service and support.

Responsibilities

• Respond promptly and professionally to guest inquiries across phone, email, and messaging platforms.

• Convert inquiries into bookings by matching guests with the ideal property based on their needs and preferences.

• Build and maintain referral and repeat business through proactive outreach to past guests, travel advisors, referral partners, and homeowners.

• Ensure seamless and personalized experiences for both guests and homeowners during their stays by anticipating needs and providing exceptional support.

• Oversee, train, and support team members to ensure guest communication and service standards are consistently upheld.

• Coordinate with internal teams and vendors to fulfill special requests, personalized services, and itinerary details.

• Contribute to revenue management and listing optimization.

• Serve as the primary point of contact for homeowners on rates, occupancy, and rental performance.

• Ensure guest-facing materials and communications remain accurate, polished, and aligned with the Aspen Vacations brand.

• Maintain organized and accurate guest, reservation, and sales pipeline records across CRM and property management systems.

• Drive ongoing improvements to communication, service standards, and operational procedures.

Requirements

• Extensive experience in luxury vacation rental, hotel, or travel sales with a proven ability to cultivate long-term relationships that drive repeat business.

• Proven ability to lead, train, and support team members in a fast-paced hospitality environment.

• Exceptional communication and interpersonal skills with the ability to anticipate needs and connect naturally with others.

• Highly organized with strong attention to detail, follow-through, and the ability to manage constantly changing priorities.

• Ability to address concerns and problem-solve quickly, turning challenging situations into positive experiences.

• Experience working with CRM, PMS, or similar hospitality software platforms.

• Basic understanding of revenue management principles and strategies.

• Strong technical aptitude with a proactive approach to learning and implementing evolving technology, AI tools, and software.

• Self-starter who takes initiative and thrives in a fast-paced environment.

• Passion for luxury hospitality and creating exceptional guest experiences.

• Collaborative team player willing to work cross-functionally to support other departments when needed.

Must be based in or willing to relocate to the Roaring Fork Valley with reliable transportation and a valid driver’s license.

Benefits

• Base salary: $90,000–$120,000 commensurate with experience, plus bonus potential tied to revenue generation and guest satisfaction.

• Health, dental, and vision insurance.

• Flexible work schedule and paid time off (PTO).

• Ski pass provided upon completion of the 90-day introductory period.

• Ongoing training and professional development opportunities.

• Career growth and advancement opportunities within a growing luxury hospitality company.

• Relocation assistance available for the right candidate.