Guest Services Manager (Steamboat Springs)

➡️Salary plus commission and bonus potential!⬅️

Are you looking for a role where organization, relationships, and strategy come together? Come join a collaborative team where your skills help growth and retention!
At Moving Mountains, we don’t just manage luxury vacation homes—we create unforgettable experiences. With nearly 200 properties in Colorado’s top mountain destinations—Steamboat Springs, Vail, Beaver Creek, and Breckenridge—we’re proud to lead the way in high-end vacation rentals. Named one of Outside Magazine’s “Best Places to Work” in 2023, we put as much care into our team as we do our guests. If you’re passionate about hospitality and ready for your next adventure, come move mountains with us.

*️⃣JOB SUMMARY*️⃣
The Guest Services Manager leads a high-performing concierge team focused on driving revenue through activity sales, curating exceptional vacation planning experiences, and maintaining best-in-class service across all Moving Mountains destinations.

This position is responsible for the day-to-day management, performance, development, and accountability of the Guest Services team, including staffing, scheduling, delegation of work, coaching, performance management, and operational oversight. The Manager establishes departmental priorities and service standards, monitors team and individual performance, and ensures the team has the tools, training, and resources necessary to achieve business objectives.

The Guest Services Manager also oversees guest experience tools and operations—most critically our Triparound platform—and aligns seasonal service strategies to maximize guest satisfaction and departmental performance. A key focus of this role is developing and maintaining vendor relationships, overseeing timely budget management, and ensuring accurate vendor invoice reconciliation.

During the busy winter season, the Guest Services Manager will also be assigned individual guests to manage, including hands-on vacation planning to ensure exceptional high-touch service.

KEY RESPONSIBILITIES
Leadership & Team Management
• Manage, lead, and develop Guest Services Specialists across all regions; establish clear expectations, priorities, and performance standards.
• Lead hiring, interviewing, selection, onboarding, training, and ongoing development of Guest Services team members.
• Direct and coach Guest Services Specialists across all regions; lead hiring, onboarding, and ongoing team development.
• Develop weekly, monthly, and quarterly training plans to ensure elevated service standards and product knowledge.
• Build department schedules that meet seasonal and weekly demand; ensure sufficient coverage during peak guest communication periods, holidays, and weekends.
• Conduct quarterly check-ins and annual performance reviews; set and track individual and team goals.
• Monitor departmental expenses and spending against budget
• Travel to various regional offices as needed for on-site support, training, and quality assurance.

Sales & Guest Experience Strategy
• Own and implement revenue goals, best practices, and service standards that drive individual and team sales performance.
• Consistently meet or exceed individual sales goals while holding the team accountable to their targets.
• Monitor and analyze individual and departmental sales performance, identify gaps or opportunities, and implement action plans to improve results.
• Actively contribute to the annual budgeting process by identifying new revenue opportunities and refining guest services offerings.
• Support and track the achievement of concierge sales bonuses; drive team accountability for sales KPIs.
• Ensure all reservations are assigned to Guest Services team members with accurate task plans in Salesforce.
Vendor & Operations Oversight
• Develop and maintain strong relationships with local vendor partners to ensure consistent, high-quality offerings across all destinations.
• Manage and maintain all vendor contracts, ensuring accurate documentation and tracking of earned commissions. Keeps track of historical vendor commission agreements to be able to review changes on a YoY basis.
• Own the vendor invoice reconciliation process, ensuring timely, accurate processing and follow-up.
• Regularly evaluate vendor performance and implement service changes based on guest feedback, property needs, or competitive landscape.
• Lead seasonal updates and ongoing maintenance of the Triparound guest services platform, ensuring service listings are current and optimized.
• Collaborate with Marketing to update MM website content related to guest experiences.
• Coordinate with the Guest Experience Manager to maintain and refresh guest-facing materials and pre-arrival communications.
Guest Relations & Vacation Planning
• Oversee guest assignments and ensure pre-arrival vacation planning is consistent and high quality across all regions.
• Take ownership of complex guest situations and determine appropriate solutions within established company guidelines, escalating issues when appropriate.
• During winter, manage assigned guests directly, including full-service vacation planning and budget management.
• Accurately document guest communications and requests in relevant systems.
• Serve as a point of escalation for guest issues or complaints; provide timely, solution-oriented resolutions.
• Support the guest arrival and departure process in coordination with Guest Services Specialists and Operations Coordinators.
• Liaise with Front Desk and other internal departments to meet specific guest needs and ensure seamless service.
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QUALIFICATIONS
• Proven success in a managerial, supervisory, sales, concierge, or guest-facing leadership role, ideally within hospitality, luxury vacation rentals, or resort services.
• Demonstrated experience directly managing employees, including assigning work, coaching, providing feedback, managing performance, and participating in hiring and staffing decisions.
• Demonstrated ability to lead a team, establish priorities, delegate responsibilities, and hold employees accountable for performance and results.
• Strong communication skills, attention to detail, sound judgment, and a high degree of accountability.
• Experience managing third-party vendors and reconciling service invoices required.
• Experience monitoring budgets, expenses, commissions, or departmental financial performance.
• Strong communication skills, attention to detail, and a high degree of accountability.
• Experience managing third-party vendors and reconciling service invoices required.
• Proficient in managing software platforms; experience with Triparound or similar concierge technology is a plus.
• Deep familiarity with Colorado mountain resort destinations (must live in or have previously lived in one).
• Willingness to work holidays and weekends, especially during peak seasons.
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COMPENSATION & STRUCTURE
• Job Type: Full-time, Year-round
• Work Model: Hybrid (office/home), based in a Colorado mountain destination where MM is represented.
• Compensation: Salaried with structured sales bonuses based on team and individual performance. Annual bonus payout aligned with the company’s fiscal year (May 1 – April 30), with opportunities for uncapped incentives for exceptional performance.

Compensation details: 75000-85000 Yearly Salary

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