Guest Services Manager

Overview

Company Overview:

At CoralTree, we serve from the heart – always and in all ways. Our commitment extends to our owners, team members, and guests, as we strive to make a meaningful difference in every interaction. We believe that genuine connection is what people value most, so we prioritize bringing humanity into everything we do.

Performance | Integrity | Relationships | Empowerment | Innovation | Balanced Life

Our team members are the soul of CoralTree, embodying these values every day. Together, we reimagine the guest experience, drive creativity, and create signature moments that leave a lasting impact. Join us in making a difference!

Job Summary:

The Guest Experience Manager is responsible for leading the end-to-end guest experience at the Villas at Snowmass Club by overseeing both Front Desk and Housekeeping operations. This role ensures seamless coordination between arrival, stay, and departure while maintaining the highest standards of service, cleanliness, communication, and operational execution. As a senior on-site leader, this position provides daily supervision, training, scheduling, and performance management for front desk and housekeeping teams, while serving as a cultural ambassador for CoralTree Residence Collection. The role balances guest-facing leadership with behind-the-scenes operational rigor to ensure consistent service delivery, owner satisfaction, and team engagement.

Responsibilities

Essential Duties & Responsibilities

Guest Experience & Daily Operations

· Oversee the full guest journey from pre-arrival through departure.

· Maintain expert knowledge of property services, amenities, room types, arrivals, departures.

· Monitor room readiness and cleanliness to support seamless check-ins.

· Resolve guest concerns with professionalism, ownership, and urgency.

· Maintain strong relationships with Villa’s owners.

· Remain calm and organized during high-pressure operational situations.

Housekeeping & Facilities Readiness

· Lead all housekeeping operations for the property.

· Ensure guest rooms, public areas, and heart-of-house spaces meet brand standards.

· Conduct regular inspections and follow up on deficiencies.

· Prepare and manage daily room assignment sheets.

· Align staffing levels with occupancy and operational needs.

Front Desk & Guest Services Leadership

· Serve as primary leader for Front Desk operations.

· Ensure compliance with SOPs and brand standards.

· Oversee guest amenity programs and front desk supplies.

· Monitor billing accuracy, cash handling, relocation, and lost & found procedures. Protect guest privacy and confidential data.

Team Leadership & Culture

· Recruit, hire, onboard, train, and coach team members.

· Provide ongoing performance feedback and accountability.

· Represent departments in daily meetings.

· Foster strong interdepartmental collaboration.

· Model CoralTree service culture and values.

Administrative & Scheduling Responsibilities

· Assist with workforce planning and scheduling.

· Ensure completion of shift checklists and SOP adherence.

· Maintain accurate operational records.

· Support management initiatives and special projects.

Qualifications

Education & Experience

• High school diploma or GED required.
• Minimum 2–3 years supervisory experience in hospitality preferred.
• Resort or residence-based hospitality experience strongly preferred.
• Experience overseeing both guest services and housekeeping desirable.
• Proficiency with Microsoft Office and property management systems.
• English fluency required; Spanish proficiency preferred.
• Ability to work flexible schedules including weekends and holidays.

Core Competencies

• Guest-Centered Service Excellence
• Operational Leadership
• Cross-Departmental Communication
• Team Development & Accountability
• Problem Solving Under Pressure
• Attention to Detail
• Professionalism & Confidentiality

Wage Information:

• The salaried range is $68,000.00 to $73,000.00

Benefits:

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Sick pay, available upon hire
• Paid time off
• Health insurance options, including vision insurance and dental insurance
• Life insurance
• Flexible spending accounts and health saving account options
• Retirement savings account with a company match
• Affordable bus passes for commuters
• Discounted Room Nights at participating CoralTree properties and free room night program after 6 months of employment
• 2-day Ski Pass or Wellness Perk (winter season only)

This position will be open until January 30, 2026 unless filled sooner.