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Vacasa · 2 months ago

Front Desk Services Manager at Main Street Station

Breckenridge, CO, United States

Full-time

Onsite

Mid, Senior Level

$67K/yr - $70K/yr

2+ years exp

Vacasa is a vacation rental company dedicated to creating exceptional experiences for guests. The Front Desk Services Manager will lead the daily operations of the Front Desk team, focusing on team development, guest experience, and operational efficiency.

Property ManagementReal EstateTravel AccommodationsVacation Rental

Responsibilities

Responsible for leading and developing a team of Front Desk Specialists and Assistant Manager through effective coaching, mentoring, and performance management

Conduct regular one-on-one meetings and annual evaluations to support professional growth and ensure alignment with company goals

Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives

Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes

Foster a collaborative work environment that promotes open communication, innovation, and employee engagement

Address team conflicts constructively and in a timely manner as they arise

Assist the recruiting process with interviewing, selection and onboarding new team members while ensuring compliance with company policies and employment regulations

Serve as a key point of contact for guests, owners, and vendors at a local office, proactively managing and resolving inquiries to ensure exceptional experiences

Answer incoming phone calls and emails related to reservations, service requests, and local property concerns

Conduct outbound calls for issue resolution, guest follow-up, and operational coordination

Maintain strong relationships and open communication across internal departments to resolve requests efficiently

Monitor and track team and individual performance metrics

Support coordination of local unit availability for vendors, realtors, and scheduled visits

Assist with task assignments such as maintenance and housekeeping tickets, ensuring timely follow-up and completion

Identify potential leads for Business Development and route them appropriately

Maintain service levels and floor coverage during peak periods or when the Manager is unavailable

Other duties as assigned because every day is different in hospitality!

Qualification

Hospitality experienceSupervisory experienceCustomer serviceTech-savvyOrganizational skillsTime managementAttention to detailCommunication skills

Required

Experience working in hotel, hospitality, vacation or similar industry is highly preferred

2 - 3 years of experience in customer service or administrative support, preferably in hospitality, property management, or a service-driven industry

Prior experience in supervisory or management level position in a similar industry

Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms

Comfortable using technology solutions (e.g., G Suite, ticketing platforms, phone/chat tools)

Solid organizational skills, time management, and attention to detail

This role involves frequent travel between worksites, so reliable personal transportation is essential

Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners

Must be dependable, self-motivated, and able to work independently while contributing positively to a collaborative team environment

Comfortable talking to people—online or in person—and being able to share information in a way that's clear, thoughtful, and represents the company in a positive way always

Reliable transportation required

Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of twenty-five (25) pounds without assistance