Description

COMPANY OVERVIEW:

Aspen Vacations is a growing vacation rental company with a passion for creating seamless stays and exceeding the expectations of our guests and homeowners. Our curated portfolio of luxury properties spans the four majestic mountains of Aspen Snowmass, one of the world’s most iconic destinations.

We’re seeking a service-driven and experienced Director of Guest Services to help elevate our guest experience to the next level.

POSITION SUMMARY:

The Director of Guest Services will lead all aspects of the guest journey, from initial inquiry through post-stay follow-up. This role is responsible for ensuring that every touchpoint reflects Aspen Vacations’ commitment to providing the highest levels of service to our guests. The ideal candidate brings a genuine passion for luxury hospitality and guest experience and is driven to curate seamless stays that leave lasting impressions.

RESPONSIBILITIES:

• Own the end-to-end luxury guest experience across all communication, service touchpoints, and post-stay follow-up.

• Develop and oversee guest communication standards, ensuring tone, timing, and content align with brand voice and guest expectations.

• Ensure accuracy and consistency across all guest-facing content, including listings, guidebooks, in-unit materials, and messaging, while maintaining alignment with brand voice.

• Serve as the primary point of contact for homeowners during personal stays, ensuring a seamless, personalized experience.

• Instill a service-first mindset by training cross-functional teams, ensuring every team member is equipped to deliver exceptional guest and owner experiences and uphold service standards.

• Foster a positive, collaborative team environment where communication, accountability, and mutual support are central to delivering excellent service.

• Ensure all guest communication is responded to promptly and thoroughly, delivering a consistent and high-touch experience across every interaction.

• Support guests in reserving accommodations that best suit their needs, offering personalized recommendations and a seamless booking experience.

• Assist guests in crafting memorable stays by offering expert recommendations and thoughtful planning support tailored to their unique preferences and interests.

• Go above and beyond to accommodate special guest and owner requests in collaboration with internal teams and local partners, helping to create memorable, one-of-a-kind stays.

• Build lasting relationships with guests and homeowners by delivering personalized service, thoughtful communication, and consistent follow-through.

• Work cross-functionally with all departments to ensure alignment across service touchpoints, anticipating and resolving guest and owner needs.

• Identify friction points in the guest journey and implement systems and SOPs to improve service consistency and efficiency.

• Monitor and respond to guest and homeowner feedback and reviews to identify patterns and drive continuous improvement.

• Implement VIP and loyalty programs that strengthen guest relationships, drive retention, and encourage repeat bookings.

• Support new property onboarding to ensure guest readiness and brand-aligned presentation.

• Maintain fluency in PMS, CRM, OTA platforms, and other guest communication tools.

QUALIFICATIONS:

• 5+ years of experience in guest services, including at least 2 years in a leadership or supervisory role within the vacation rental or luxury hospitality industry (luxury vacation rental preferred)

• Excellent interpersonal and communication skills, with the ability to create positive experiences in every interaction

• Passion for delivering exceptional, personalized guest and owner experiences

• Highly organized, detail-oriented, and adaptable, with strong problem-solving and decision-making abilities

• Ability to identify and address operational challenges, resolve conflicts, and drive effective solutions

• Deep knowledge of guest experience best practices, including concierge-level service, conflict resolution, and service recovery

• Thrives in a fast-paced, dynamic environment with the ability to multitask and shift priorities with ease

• Technical acumen and familiarity with vacation rental systems, including PMS, CRM platforms, and OTAs

• Demonstrated success in building and implementing processes that enhance efficiency, consistency, and service quality

• Comfortable collaborating cross-functionally with teams and willing to step in and assist other departments when needed

• Ability to remain calm under pressure and respond to guest needs with professionalism and empathy

Physical Requirements: 

• Ability to stand, sit, and walk for extended periods of time

• Capability to reach overhead and below the waist.

• Regular pushing, pulling, and lifting of objects weighing up to 25 pounds.

• Occasional lifting or moving of objects weighing up to 50 pounds

• Flexibility to bend, stoop, squat, kneel, and twist

• Prolonged periods of sitting at a desk and working on a computer

COMPENSATION & BENEFITS:

Annual Rate: $90,000 - $110,000

Benefits:

• Health insurance

• Dental insurance

• Vision insurance

• Relocation assistance

• Workplace perks such as recreation activities, food and coffee, and flexible work schedules