Guest Arrival and Service Manager at Manor Vail Lodge($65k-$75k)

Job Description

Job Description

Location Description: Manor Vail Lodge is one of Vail's original and iconic properties. With studio, one, two and three-bedroom condominiums plus luxury penthouses, Manor Vail Lodge is a full-service condominium property that features all the amenities of a full-service hotel, including two outdoor heated swimming pools, four hot tubs, spa, fitness center, The Fitz Bar and Ridge + River restaurant. Located steps from Vail Village, Golden Peak ski area, Betty Ford Alpine Gardens, and the Ford Amphitheater, Manor Vail Lodge is the complete package for Vail lodging. Manor Vail Lodge is managed by Mountain Mastery Management Inc.

Benefits available: FT Health Care benefits (medical, dental, and vision), Life Insurance, Accident and Critical Illness plans after 30 days, Retirement Benefits with a company match program, PTO benefits which include vacation, holidays after 90 days, and CO sick leave/FMLA leave plans, and other discount programs and Parking.

Looking to fill the position by August 21st or sooner.

Position Summary

The Guest Arrival and Service Manager is the face of arrival and the steward of the stay at Manor Vail Lodge, a full service condominium property of 140 residences across 6 buildings, steps from Vail Village. This role goes well beyond traditional bell service. It exists to anticipate and fulfill the needs of guests and owners from the moment they arrive through their departure, creating a seamless, personal, and memorable mountain experience.

The ideal person is equal parts host, concierge, and problem solver: someone who carries luggage with care, stocks a refrigerator before a family walks in, secures the hard to get dinner reservation, and remembers a returning owner by name. During lower volume periods, the Guest Arrival and Service Manager also supports front desk operations, making this a versatile, central role on the property.

Key Responsibilities

Arrival and Departure Experience

• Greet every arriving guest and owner with warmth, manage luggage and ski or sport equipment from vehicle to residence, and orient them to their unit and its features.
• Coordinate seamless departures, including luggage handling, equipment return, and a personal send off.
• Manage curbside flow, vehicle staging, and shuttle handoffs during peak arrival and departure periods.
• Stage and deliver welcome amenities and pre arrival requests so the residence is ready the moment guests walk in.
• Partner with Vail Sports, the property ski valet provider, to deliver and continuously improve the ski and snowboard valet experience, including smooth equipment handoffs, storage, and retrieval for guests.

Bell Operations and Logistics

• Manage the luggage storage room, including claim ticket control and secure handling of early arrival and late departure bags.
• Receive, log, secure, and deliver packages, mail, flowers, and amenities to residences, including owner shipments.
• Coordinate bulk luggage operations for groups, weddings, and corporate retreats against the rooming list, ensuring timely delivery and collection.
• Maintain the lost and found, including intake, logging, secure storage, and guest follow up.
• Keep luggage carts, umbrellas, and related equipment clean, stocked, and in good working order, and maintain a presentable lobby and entrance.
• Keep the entrance, walkways, and bell area clear of snow and ice during winter weather, coordinating with the appropriate team to reduce slip hazards.
• Provide a welcoming and watchful presence at the entrance, recognizing returning guests and owners and assisting with emergency and accessibility needs as they arise.
• Coordinate guest transportation, including taxis, rideshare, airport transfers, and town shuttle timing, and work with Resolve Parking Solutions on guest vehicle and parking needs.

Team Leadership

• Oversee the bell staff, including assigning posts, dispatching, and managing daily coverage across arrival and departure peaks.
• Train, coach, and develop bell staff on service standards, safety, and anticipatory hospitality.
• Build the bell staff schedule and manage time and attendance in coordination with the front office.
• Administer the bell staff gratuity pool and its reporting in line with property policy and applicable wage rules.
• Set the tone for a positive, professional, and guest focused team culture at the entrance.

Anticipatory Guest and Owner Service

• Anticipate needs before they are voiced: arrange transportation, secure dining and activity reservations, and coordinate lift tickets, rentals, and lessons.
• Provide in residence grocery and provisioning stocking ahead of arrival for units with full kitchens.
• Run guest errands and local pickups, and arrange deliveries to the residence.
• Work with the Director of Owner Services to anticipate and fulfill owner requests, building a personal relationship across repeat stays.
• Resolve concerns promptly and escalate to the appropriate department or manager when needed.

Front Desk Support

• Cover front desk shifts during lower volume periods, including check in, check out, reservation assistance, and phone coverage.
• Post room charges and incidentals accurately within the property management system.
• Maintain clear records of guest interactions, requests, and follow ups.

Property Knowledge and Local Expertise

• Maintain expert knowledge of Vail Village dining, activities, transportation, and seasonal events.
• Know the property thoroughly, including the 140 residences across 6 buildings, amenities, and on site services.
• Build and maintain relationships with trusted local vendors and activity providers.

Service Standards and Coordination

• Uphold luxury service standards in every guest and owner interaction.
• Coordinate closely with housekeeping, engineering, and the front office, and report maintenance needs through the work order system.
• Contribute to a culture of proactive, personalized hospitality across the property.

Handling of Guest Funds and Documentation

• Handle guest payments, errand reimbursements, and third party arrangements in line with property cash handling and documentation procedures.
• Retain receipts and complete reconciliation for all guest related purchases.
• Follow all property policies governing third party commissions and gratuities.

Qualifications

Required

• Two or more years in hospitality, guest services, concierge, or a comparable guest facing role, ideally in a luxury or resort setting.
• Exceptional interpersonal and communication skills with a polished, hospitable presence.
• Strong knowledge of Vail and the surrounding area, or the proven ability to develop it quickly.
• Valid Colorado driver license and a clean motor vehicle record, as the role includes driving guests and running errands.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Comfort with property management and related systems, or the aptitude to learn them quickly.

Preferred

• Experience in a condominium hotel or owner relations environment.
• Conversational ability in a second language.
• Existing relationships with local vendors and activity providers.
• Prior front desk or reservations experience.

Physical Requirements and Working Conditions

• Ability to lift and carry luggage and equipment up to 50 pounds repeatedly throughout a shift.
• Ability to stand, walk, and move across the property and outdoors in mountain weather for extended periods.
• Ability to safely operate a vehicle, shuttle, or cart on property and in the local area.

Compensation and Benefits

Compensation for this position is between $65,000-$75,000 per year. This position is eligible for benefits in accordance with Mountain Mastery Management policy.