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Guest Services Manager

3 months ago

Denver, United States Vacasa Full time

**Guest Services Manager (Eagleridge Lodge)** at Vacasa

Steamboat Springs, CO

**Why Vacasa** We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, were the largest full-service vacation rental company in North America thanks to the people who give us their best every day. Youll fit right in here if youre curious, entrepreneurial, and thrive in a rapid-growth environment. **Why Operations at Vacasa** We live by a simple motto: happy team, happy owners, happy guests. Our local people are what set Vacasa apart. Were hospitality professionals dedicated to the communities we work with. Were the behind-the-scenes problem-solvers who create worry-free experiences for our owners and guests. **What Were Looking For:** Were seeking a passionate and energetic, customer service and employee focused leader to manage and lead a team of Front Desk Specialists. This includes managing individual and team performance expectations and goals, providing behavioral based coaching and feedback at the individual and team level, maintaining focus and balancing quality of service provided with productivity, monitoring customer service levels and schedule adherence, and serving as a point of contact for escalated customer contacts. The ideal candidate has the ability to lead and develop a team, effective communication skills, analytical and problem-solving skills, and the ability to adapt to and lead change. **What Youll Do:** * Lead, develop, and motivate a team of Front Desk Specialists in Steamboat Springs, CO at the Eagleridge Lodge * Provide behavioral based coaching and feedback in all areas of performance such as metrics, the customer experience, and conduct * Act as the first point of contact for our guests, vendors, and, occasionally, our owners within a local management office * Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern * Assist with the creation and delegation of maintenance and housekeeping tickets (If applicable) * Verify unit availability to assist with scheduling vendor or realtor visits * Meet and maintain Vacasa standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations * Identify potential owner leads from walk-ins or incoming calls and pass the information along to your designated Vacasa Business Development Representative * Build and maintain business relationships and open lines of communications with other internal support teams **Skills and Qualifications** * Technical computer skills required on all forms of hardware - laptops, tablets and mobile devices * Professional in all forms of communications such as email, phone calls, video calls and texts * Ability to work well under pressure in an agile, fast-paced environment * Excellent time management skills with the ability to change activity frequently and cope with interruptions * Highly responsive and reliable * Strong attention to detail * Adhere to all company policies and procedures **Work Environment and Physical Demands** * Availability to work Sunday through Saturday, early mornings and evenings as needed * Ability

to use hands to finger, handle or feel, and reach with hands and arms * Ability to stand, sit, and walk for an extended period of time + Reach overhead and below the waist + Regularly push, pull, and lift up to 25 pounds + Occasionally lift or move up to 50 pounds + Bend, stoop, squat, kneel, and twist * The physical demands described here are an example of those that must be met by an employee to successfully perform the essential functions of this job. **Other Duties** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. **Compensation:** * **$45-$55k** **What youll get** * Health/dental/vision insurance - employee & family coverage options * Employer Sponsored & Voluntary Supplemental Benefits * 401K retirement savings plan with immediate 100% company match on the first 6% you contribute * Health & Dependent Care Flexible Spending Accounts * Flexible vacation time * Paid sick days and holidays * Paid parental leave after one year of tenure * Employee Assistance Program * Career advancement opportunities * Employee discounts * All the equipment youll need to be successful * Great colleagues and culture * Please visit our

to review our full benefits offerings *Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law.* *Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.* *Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid drivers license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid drivers license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.* *An offer of employment for this role will be contingent upon the successful completion of a background check.* APPLICANT STATEMENT: I certify that my answers are true and complete to the best of my knowledge. I give my permission for Vacasa LLC and its subsidiaries to contact and obtain a reference from the individuals and businesses I have listed in the REFERENCES section of this application. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release from employment for cause. I agree to the terms and conditions as stated above. * **Voluntary Self-Identification** For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Vacasas Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. militar

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