Service Excellence Manager Jobs in Baxter, MN (NOW HIRING)

Position Overview:

Grand View Lodge is looking for a polished, service-oriented Facilities & Property Operations Manager to lead the care and operational excellence of our portfolio of managed properties homes throughout the resort. This is a relationship-first role: you'll be the trusted primary contact for homeowners, coordinating maintenance and improvement projects, overseeing preventive maintenance programs, managing budgets and invoicing, and ensuring every property reflects the quality and reputation Grand View Lodge is known for.

This is an ideal opportunity for a facilities professional, property manager, or maintenance leader who thrives in a high-end residential environment, enjoys managing complex projects, and takes real pride in the ownership experience they help create. You'll collaborate across resort operations, housekeeping, guest services, and owner relations and you'll be joining a growing division with genuine opportunities for advancement.

About Grand View Lodge & Cote Hospitality

For over 100 years, Cote Hospitality has crafted transformative guest experiences across world-class resorts and camps. At Grand View Lodge, that means exceptional wellness woven into a full resort lifestyle, golf, dining, events, and more, all grounded in our CoteCares culture of belonging, respect, and shared purpose. We're invested in your growth here: this role comes with real opportunity to advance and expand your skills across the entire Cote Hospitality organization.

Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Property Operations & Facilities

• Oversee the maintenance, repair, and overall condition of managed residential properties; ensuring every home is maintained to luxury standards.
• Develop and execute preventative maintenance programs that protect property assets and anticipate issues before they impact owners or guests.
• Conduct regular property inspections and identify opportunities for improvement, capital investment, or preventive action.
• Coordinate and oversee vendors, contractors, and internal maintenance teams; managing work orders and ensuring timely, quality completion of all repairs and projects.

Homeowner Relations

• Serve as the primary operational contact for homeowners; building trusted, professional relationships grounded in responsiveness, transparency, and service excellence.
• Communicate proactively regarding property conditions, maintenance needs, project updates, and expert recommendations for repairs and capital improvements.
• Represent Grand View Lodge with the professionalism and care that luxury homeowners expect.

Financial & Administrative Management

• Track project expenses and maintenance costs; prepare homeowner invoices and supporting documentation with accuracy and clarity.
• Assist with annual budgeting and forecasting for managed properties.
• Maintain accurate property records, maintenance histories, and project documentation.

Team Leadership

• Assist with scheduling, training, and daily supervision of maintenance personnel.
• Coordinate resources to ensure operational efficiency across the portfolio.
• Promote a culture of safety, accountability, and service excellence within your team.
• Other duties may be assigned

What you bring

• 3+ years of experience in facilities management, property management, resort operations, hospitality engineering, HOA management, luxury residential services, or construction project management.
• Strong understanding of residential building systems; HVAC, plumbing, electrical, pools, appliances, and preventative maintenance programs.
• Proven experience managing projects, vendors, and budgets in a complex, multi-property environment.
• Exceptional communication and relationship-building skills; homeowners trust you because you are responsive, knowledgeable, and professional.
• Strong Microsoft Office skills, particularly Excel; comfort with property management or work order systems is a plus.
• A valid driver's license with a clean record; regular travel between properties is part of the role.

Why join us

You'll be part of a team that genuinely invests in its people. CoteCares isn't a tagline, it's how we show up for each other every day. You'll have the tools, support, and team culture to do your best work, with real opportunity to grow your career across the entire Cote Hospitality organization.

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