Guest Services Manager

Company Overview

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.

Position Summary

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.

Responsibilities

• 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

Required Qualifications

• 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

Compensation & Benefits

Annual Salary

$72,000 - $75,000

Bonus

• 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.

Benefits

• 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