Residential Services Manager

Auberge Collection•Mountain Village, CO

2d•$60,000 - $70,000

About The Position

The Residential Services Manager at Madeline Hotel & Residences supports Auberge Collection’s mission and vision by delivering exemplary service and a genuine, informative, personalized experience to residents. The role identifies ways to improve and personalize residential services while ensuring consistency across service levels. The manager serves as the point of contact for residential owners’ operational issues, concerns, and requests, and reports to the Director of Residences. This is a high-touch service role that requires a strong commitment to customer service and regularly going above and beyond for residents. Responsibilities include coordinating owner reservations and arrivals, supporting property operations and real estate transitions, and working with hotel teams, owners, and other departments to maintain service and brand standards.

Requirements

Strong verbal and written communication skills.
Working knowledge of Microsoft Excel, Word, and PowerPoint.
Knowledge of computer accounting programs and math skills.
Budgetary analysis capabilities.
Professional appearance and good character.
Ability to work a flexible schedule, including weekends and holidays, according to department needs.
Passion for high-quality customer service and the ability to go above and beyond in a high-touch service department.

Responsibilities

Prepare owner arrival reports and review arrival amenities, reservations, booking accuracy, housekeeping instructions, and billing.
Conduct owner arrival inspections and coordinate owner deliveries and requested concierge services.
Assist with Sotheby’s real estate sales and transitions, including coordinating and filing contract documents for new owners.
Educate owners on the importance of maintaining their homes to high standards.
Manage reservations and matters related to interior unit construction, VRBO reservations, pets, skis, bikes, and property management repairs.
Exhibit initiative, responsibility, follow-up, and accountability.
Adhere to Auberge Resorts policies and procedures.
Work with property financial and accounting teams to support budget controls and objectives.
Maintain alignment with brand standards for services, amenities, and facilities.
Coordinate residence management program services and residence operations with property team members.
Enforce property safety standards.
Review and understand residence governing documents and association budgets.
Coordinate residence meetings with hotel operating teams and residents.
Complete other duties and projects assigned by the Director of Residence Services.
Represent the brand and property professionally in the community, industry, and interactions with residential owners.
Serve as a leader and role model to team members and the community.