Founded in 2002, Exceptional Stays was created to bring a new, higher level of quality and service to the vacation rental industry in Telluride. Now, with over 20 years of experience in the hospitality and property management industries, Exceptional Stays provides a knowledgeable and responsive team to travel professionals worldwide.
The Guest Services Manager at Exceptional Stays is at the heart of our guest experience, leading a dedicated team committed to creating meaningful, memorable moments for every visitor to Telluride. This role is ideal for someone who naturally builds strong relationships, takes pride in supporting others, and finds fulfillment in ensuring every guest feels genuinely welcomed and cared for from booking through departure.
You’ll bring together thoughtful leadership and hands-on service, guiding your team with empathy, clarity, and consistency while fostering a culture rooted in trust and excellence. Through close collaboration with local partners and vendors, you’ll help craft personalized, elevated experiences that not only delight guests but also strengthen connections to the destination.
In this role, success is measured not just in outcomes, but in how people feel, both guests and team members alike. You’ll play a key part in shaping a service environment where individuals feel supported, experiences feel intentional, and every stay leaves a lasting impression.
If you’re energized by caring for others, developing people, and creating experiences that truly matter, this is an opportunity to lead with purpose in one of Colorado’s most beautiful destinations.
Deliver Exceptional Guest Experiences
Own the full guest journey from pre-arrival through departure, ensuring every stay feels seamless, personalized, and memorable
Drive Concierge Revenue & Innovation
Build and scale concierge offerings that not only elevate the guest experience but also create meaningful revenue opportunities
Lead and Elevate the Team
Set the standard for performance, accountability, and service excellence through scheduling, coaching, and real-time feedback
Ensure Operational Excellence
Oversee daily office operations, logistics, and deliveries to keep everything running smoothly behind the scenes
Curate Local Experiences
Develop and manage partnerships with local vendors and businesses to create unique, high-quality guest experiences
Coach for World-Class Communication
Review guest interactions and provide hands-on coaching to ensure every touchpoint reflects professionalism, warmth, and clarity
Drive Weekly Execution
Lead guest arrivals meetings to align teams, anticipate needs, and ensure every home and experience is fully prepared
Resolve Issues with Ownership
Act as the escalation point for guest concerns, turning challenges into positive, brand-building moments
Create VIP-Level Moments
Own and execute personalized experiences for high-value guests, managing budgets while delivering standout stays
Collaborate Across Teams
Partner closely with Property Management and Housekeeping to ensure every home meets brand and arrival standards
Lead from the Front
Step in wherever needed with a hands-on, solutions-oriented mindset to support the team and maintain momentum
A minimum of 4 years of leadership experience in hospitality, luxury travel, vacation rentals, or hotels
Strong background in guest experience, concierge services, or front office leadership
Proven ability to lead teams, coach performance, and drive accountability
Experience with short-term rentals or luxury vacation homes preferred
Familiarity with systems such as Track, TripAround, Airbnb/VRBO platforms is a plus
Strong written and verbal communication skills
Ability to manage multiple priorities and make decisions in a dynamic environment
Sales skills include positioning products to meet the needs of customers
Supervision of Personnel
Guest Services Coordinator(s)
What Success Looks Like
Guests feel seen, cared for, and genuinely welcomed at every stage of their stay
The guest services team operates with confidence, empathy, and a shared sense of purpose
Concierge offerings feel intentional, personalized, and memorable, enhancing both experience and revenue
Challenges are handled with care, ownership, and professionalism, often resolved before they escalate
Guests leave with a strong sense of connection to the brand, leading to repeat stays, referrals, and lasting loyalty
$72,000 - $75,000
Eligible for a target bonus of up to 10% of annual base salary. For 2026, the bonus will be pro-rated for the portion of the year employed.
Paid time off such as PTO, sick days, and vacation days
Health insurance, Dental, and Vision insurance
Life insurance
Retirement benefits or accounts
Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
Long term and Short term disability insurance
· Own and elevate the end-to-end concierge and guest experience, from pre-arrival through departure
· Develop and drive revenue-generating concierge programs aligned with the Exceptional Stays brand
· Lead and optimize team scheduling, performance, and accountability
· Oversee office operations and logistics, ensuring a well-run, organized environment and seamless management of incoming packages and deliveries
· Oversee and activate local partnerships and vendor relationships to enhance the guest experience
· Review calls and coach the team to ensure consistent, high-level communication and service standards
· Run weekly guest arrivals meetings to ensure alignment, readiness, and execution across teams
· Act as the point of contact for escalating guest issues, driving timely, thoughtful resolution
· Own the VIP guest experience, including personalization and budget management
· Partner with Property Management and Housekeeping to ensure homes meet arrival standards
· Step in as needed with a hands-on, solutions-oriented approach to support the team and operation.
· Performs other duties as assigned by supervisor.
· A minimum of 4 years of leadership experience in hospitality, luxury travel, or a related field
· Strong background in guest experience, concierge services, or front office leadership
· Proven ability to lead teams, coach performance, and drive accountability
· Experience with short-term rentals or luxury vacation homes preferred
· Familiarity with systems such as Track, TripAround, Airbnb/VRBO platforms is a plus
· Strong written and verbal communication skills
· Ability to manage multiple priorities and make decisions in a dynamic environment
· Sales skills include positioning products to meet the needs of customers.
Supervision of Personnel
· Guest Services Coordinator(s)
What Success Looks Like
· Guests feel a high-touch, seamless, luxury experience at every stage
· The guest services team operates with urgency, confidence, and consistency
· Concierge offerings are thoughtful, differentiated, luxury-oriented, and revenue-generating
· Issues are resolved quickly, professionally, and without escalation when possible
The department contributes to strong guest reviews, repeat bookings, and brand loyalty