Guest Services Manager

Moving Mountains; Steamboat Springs (CO); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health Insurance

Job summary

Moving Mountains in Colorado is seeking a Guest Services Manager to lead a high-performing concierge team, drive revenue through activity sales, and deliver exceptional vacation planning experiences.

You will manage Guest Services Specialists, oversee the Triparound platform, vendor relationships, and seasonal service strategies to maximize guest satisfaction and department performance. This full-time hybrid role requires hospitality leadership and weekend availability.

Qualifications

• Proven success in a sales, concierge, or guestfacing leadership role.
• Strong communication skills with high accountability.
• Experience managing third-party vendors and reconciling invoices.
• Familiarity with concierge software; Triparound is a plus.
• Knowledge of Colorado mountain resort destinations preferred.
• Willingness to work holidays and weekends during peak seasons.

Responsibilities

• Direct and coach Guest Services Specialists across regions; hire and onboard.
• Develop training plans to elevate service standards and product knowledge.
• Create schedules meeting seasonal and weekly demand.
• Conduct performance reviews and track goals.
• Travel to regional offices for onsite support and QA.
• Own revenue goals and drive sales performance through service standards.
• Oversee vendor contracts, commissions, and invoice reconciliation.
• Maintain Triparound platform listings and update guest experiences content.
• Oversee guest assignments and hands-on vacation planning during winter.
• Coordinate with Front Desk and other departments for seamless service.

Skills

Sales leadership

Vendor management

Concierge software

Communication skills

Tools

Triparound

Job description

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 managing and developing the Guest Services Specialists team, overseeing guest experience tools and operations-most critically our Triparound platform-and aligning seasonal service strategies to maximize guest satisfaction and departmental performance. A key focus of this role is developing and maintaining vendor relationships, as well as overseeing timely budget management and 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

• 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 checkins and annual performance reviews; set and track individual and team goals.
• Travel to various regional offices as needed for onsite 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.
• 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 followup.
• 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 guestfacing materials and prearrival communications.

Guest Relations & Vacation Planning

• Oversee guest assignments and ensure prearrival vacation planning is consistent and high quality across all regions.
• 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.

QUALIFICATIONS

• Proven success in a sales, concierge, or guestfacing leadership role, ideally within hospitality or resort services.
• 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.

COMPENSATION & STRUCTURE

• Job Type: Fulltime, Yearround with Health Insurance Benefits +
• 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.