Hybrid Guest Services Manager bei Gravity Haus

Description

 As the Guest Services Manager at Gravity Haus Vail, you will lead the daily operations of the front desk team while also overseeing services related to fractional owners and private residence management. This is a hands-on leadership role focused on delivering exceptional service to hotel guests, members, and property owners alike.

You will serve as the first point of contact for all arrivals and departures, ensure seamless communication across departments, and manage a variety of complex logistics involving fractional owner stays, owner rental releases, and private residence requests. Your leadership will help set the tone for the Gravity Haus guest and owner experience — rooted in hospitality, community, and our shared love of the outdoors.

What You’ll Do

Front Office Leadership

• Oversee the daily operation of the Front Desk, Bell & Valet teams to ensure a smooth, efficient, and friendly arrival/departure experience
• Manage staffing, scheduling, training, and performance of front desk, bell and valet associates
• Serve as the escalation point for guest issues and ensure resolution in line with Gravity Haus standards
• Ensure consistent communication and collaboration between front office, housekeeping, engineering, and membership departments

Owner Services & Private Residences

• Manage fractional owner weeks: coordinate arrivals, departures, amenity expectations, and personalized services
• Administer and communicate owner rental releases, ensuring accurate calendar updates and prioritization of owner preferences
• Oversee operational support for private residence owners, including service requests, vendor coordination, and owner satisfaction
• Maintain detailed records of owner communication, stay history, and special preferences

Operations & Communication

• Ensure accurate billing, reservation handling, and group coordination through the property management system (PMS)
• Generate reports related to occupancy, owner usage, and service metrics
• Assist the General Manager with property-wide initiatives related to service excellence and operational improvement

Brand & Culture

• Be an ambassador for Gravity Haus and a culture leader for your team
• Create a welcoming, intentional front desk environment that embodies our core values:
  
  • Keep Growing
  • Bring Others Along
  • Create Powerful Moments
  • Be “All-In” + Go the Distance
  • Make it Better than You Found It

Who You Are

• 3–5+ years of Front Office or Rooms Division leadership experience in a hotel or resort setting
• Experience managing or supporting fractional ownership, luxury residences, or VIP guest services
• Strong understanding of PMS systems (e.g., StayNTouch, Opera, or similar)
• Detail-oriented with a proactive, service-first mindset
• Calm under pressure, with excellent problem-solving and communication skills
• Collaborative leader who takes initiative and fosters a positive team culture
• Be an Ambassador for Gravity Haus, sharing our mission and and vision to build our globally conscious community for the modern adventurers!  

Work Environment & Schedule

• Full-time, on-site position covering shifts when needed at hotel desk, bell & valet
• Includes weekends, holidays, and peak seasonal periods
• May include occasional on-call responsibilities

What We Can Offer You

Benefits for full time regular team members include health insurance options, 401K with company match, and Gravity Haus All In in Membership.