Director of Guest Services

About Local Vacation Rentals

Since 2015, Local Vacation Rentals is rapidly growing vacation rental property management service. We have invested in a local-driven approach to best in class full-service property management. With over 400+ properties in Breckenridge, Park City, and Lake Tahoe we are proud market leader in some of the most desirable travel destinations in the country. We are a small startup, but growing rapidly, and looking for other talented and motivated individuals to join us in our journey!

We are seeking a highly experienced and dynamic Director of Guest Services to lead our guest services support department, ensuring the highest level of satisfaction for guests staying in our 400+ vacation homes across Park City, Lake Tahoe, and Breckenridge. A 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.

• 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.

• A minimum of 8-10 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.
  
  

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