Guest and Owner Experience Manager

Everline Resort & Spa • Olympic Valley, CA

2d • $80,000 - $85,000 • Onsite

About The Position

The Guest & Owner Experience Manager will be an integral member of the team that creates distinctively different and authentic experiences for our guests and owners and works to resolve any issues or complaints. Located in California’s Olympic Valley, Everline Resort & Spa provides a premier mountain getaway to North Lake Tahoe. The resort offers a year-round destination with ski-in/ski-out access to Palisades Tahoe, the third largest ski resort in North America, a championship golf, relaxing spa treatments and a wide range of recreational activities. Our sophisticated lodge environment perfectly complements its rugged surroundings and reflects the spirit of the region. Our on-site restaurant options include casual dining at Sandy’s Pub, breakfast cuisine at Cascades, a cozy coffeehouse and marketplace at Bearshine Café, delicious Asian-inspired comfort food at the Iron Road Noodle House, and fine dining at Six Peaks Grille. Additional resort amenities comprise our heated swimming pools open year-round, a 150-foot water slide, scenic hiking and biking trails, fly-fishing and cross-country ski centers, and a private ice-skating rink that is available to guests throughout the winter season. Everline Resort & Spa takes inspiration from the distinct history and experience of the property and is a nod to the historic rail lines that connected throughout the area.

Requirements

• Minimum 2 years’ experience in property management, hospitality operations, or vacation rental management
• Excellent interpersonal and relationship building skills
• Excellent computer skills and proficient in Excel, Word, Outlook. Ability to use technology and apps associated with position and housekeeping department
• Experience planning events or community engagement initiatives
• Excellent communication skills both verbal and written
• Knowledge of contract management and knowledge and experience in organizational effectiveness and operations management, including implementation of best practices.
• Must be 18 years of age or older
• Must be a United States citizen or possess a valid work permit
• Valid Driver’s License Required
• Required ability to work a flexible schedule that will include evenings, weekends, and holidays

Nice To Haves

• Experience managing luxury residential or vacation rental properties preferred

Responsibilities

• Ensure and provide a professional upscale guest service experience. Create a positive first impression for all Everline Resort and Spa guests.
• Assists in leading and supervising the Front Office Team, Concierge Team, and Phone Operators. Motivate and develop team members.
• Provide training, direction, scheduling, and leadership to the Concierge Team.
• Review the Concierge team's worked hours for payroll compilation and submit to accounting on a timely basis.
• Assist with the creation and maintenance of the VIP and amenity program to increase guest loyalty and retention.
• Responsible for all facets of VIP experience while on property, from arrival to departure, including Elite Tier World of Hyatt Members.
• A key requirement of this role is to fulfill all duties of the World of Hyatt Champion for the property.
• Evaluate and respond to all guest feedback.
• Takes personal responsibility for correcting service problems and creating memorable guest experiences. Respond to the needs and requests of guests and homeowners, and anticipate their unspoken needs.
• Resolves guest and owner complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Respond to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone unless email is necessary.
• Maintain regular and seamless communication with guests by being approachable, detail-oriented, results-driven, and gracious.
• Assures that all financial and credit procedures are followed in conjunction with the Finance Team.
• Coordinate and manage communication between all departments impacting the guest experience.
• Recruit and train qualified candidates for all Concierge positions.
• Maintain property responses to all review channels in a timely and appropriate manner and/or coordinate with any third-party company engaged for this purpose.
• Serve as the primary relationship manager for condominium owners participating in the rental program.
• Build and maintain strong relationships with all owners within the condominium communities.
• Act as the primary point of contact for owner inquiries, concerns, and operational coordination.
• Act as the primary point of contact, be responsible for results, and follow up with all homeowner reservation inquiries, changes, and challenges. Including coordinating with the Reservations Team if needed, but all primary owner reservation responsibilities are the ultimate responsibility of the Guest and Owner Experience Manager.
• Act as the primary point of contact for all owner folio inquiries, including non-rental owners, and ensure proper action and follow-up is taken.
• Coordinate with the Director of Engineering and Director of Housekeeping to ensure rental program units meet operational and cleanliness standards.
• Monitor owner feedback and ensure service concerns are addressed promptly.
• Support operational coordination related to owner stays, property readiness, and maintenance needs.
• Develop and execute owner engagement initiatives, including community events, informational sessions, and owner appreciation activities.
• Build relationships with prospective buyers and provide information about the ownership experience and property management program.
• Collaborate with Real Estate partners to support prospective owner inquiries and program awareness.
• Facilitate clear and consistent communication to owners regarding resort updates, property management initiatives, and operational changes.
• Coordinate owner-focused communications, including newsletters, updates, and announcements.
• Provide day-to-day leadership to the Guest and Owner Liaison, including assignment of tasks, projects, and acting as a point of escalation as needed.
• Support onboarding of new condominium owners entering the Everline rental program.
• Partner with resort departments to ensure a seamless experience for owners during visits.
• Responsible for the overall management, partnering with the Finance Team, and communication regarding rental owners’ FF&E reserve accounts, ensuring that balances are accurate and meet required minimum contributions on an annual basis.
• Communicate to owners on required FF&E expenditures and provide advanced notice on anticipated upgrades.
• Work alongside Finance in efforts to ensure applicable owner A/R collections are up-to-date.
• Support special projects and departmental initiatives as assigned.

Benefits

• Discounted Palisades Tahoe Ski Pass
• Food & beverage, retail, and spa discounts
• Free rentals on ski gear, ice skates, nordic skiing, and golf course access
• Discounted rooms at Hyatt and CoralTree Properties
• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time
• Participation in a 401(k) plan with a company match. For Full-Time Year-Round Team Members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed