Director of Guest Services

About Local Vacation RentalsSince 2015, Local Vacation Rentals has invested in a local-driven approach to vacation rental management. With over 350+ properties in Breckenridge, Park City, and Lake Tahoe we are proud of our industry-leading approach to high-performance property management with a local touch. We are a small startup, but growing rapidly, and looking for other talented and motivated individuals to join us in our journey!

Overview:We are seeking a highly experienced and dynamic Director of Guest Services to lead our guest services department, ensuring the highest level of satisfaction for guests staying in our 400+ vacation homes across Park City, Lake Tahoe, and Breckenridge. The successful candidate will oversee a comprehensive range of guest services, including 24/7 support, reservation management, listing management, and luxury rental concierge services. This role requires a strategic leader capable of managing teams, optimizing processes, and enhancing the overall guest experience.

Responsibilities:24/7 Guest Service Oversight: Ensure round-the-clock support for guests, including managing overnight issues. Oversee Guest Services Managers and Associates to maintain excellence in guest support and resolution.Reservation and Listing Management: Supervise reservation handling and listing management, ensuring accuracy and optimization across all platforms. Lead the Listing Management team to achieve peak performance in onboarding, review management, and reservation distribution.Concierge Services for Luxury Rentals: Develop and manage concierge services tailored to luxury rental guests. Build and maintain local partnerships, segment luxe vs. standard guest support, and establish a VIP mailing list for exclusive offerings.Team Leadership: Guide, mentor, and expand the guest services team, including Managers, Associates, and Concierge contractors. Ensure effective training, development, and performance management.Technology and Process Optimization: Utilize our tech stack, including Guesty, Salesforce CRM, and AI-based tools, to streamline operations and enhance guest experience. Champion the adoption of new technologies and processes within the team.Central Operations: Build out after-hours coverage for maintenance issues, aiming to minimize ground operations work orders and ensure guest satisfaction through effective troubleshooting.

Requirements:A minimum of 10 years of professional experience in customer support or a related field, with a proven track record in leadership and team development.Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.Exceptional ability in building and leading support teams, with a focus on developing scalable processes and achieving operational excellence.Strong working knowledge of the vacation rental or hospitality industry, with an emphasis on luxury services.Proficiency in our tech stack is a plus, but not required, including Guesty, Salesforce CRM, Intercom Chat support, and other AI-based tools.Excellent communication and interpersonal skills, capable of fostering strong relationships with team members, guests, and partners.Strategic thinker with the ability to manage multiple priorities, adapt to changing environments, and drive continuous improvement.