Job Summary

The Front Office & Owner Relations Manager plays a critical role in supporting the successful reopening and ongoing operation of Stonebridge Inn following a comprehensive guest room renovation. This position leads Front Office operations while helping establish and maintain service standards, operational procedures and guest experience initiatives that support the property’s evolving vision. The role ensures the smooth and efficient flow of arrivals and departures, manages team scheduling and performance, and handles guest concerns with poise and professionalism.

The position also oversees owner relations and vacation rental operations for the Lower Village portfolio, including managed rental residences at Terracehouse, Tamarack and Aspenwood, as well as future individual vacation rental residences assigned to the portfolio. The manager serves as a key liaison among hotel operations, individual condominium owners, guests and CoralTree leadership, with responsibility for proactive owner communication, monthly owner statements, rental program administration and the coordination of unit improvements and operational follow-up.

Success in this role requires balancing exceptional guest service, strong owner relationships, financial and administrative accuracy, and effective coordination across multiple departments. Employee housing is available; inquire for details during the interview process.

Responsibilities Guest Experience & Front Office Operations

• Oversee daily Front Office operations, including arrivals and departures, room assignments, billing, guest relations and shift activity.

• Serve as the escalation point for guest concerns, offering efficient, empathetic and solutions-focused resolution.

• Monitor room inventory and collaborate on decisions regarding upgrades, walk-ins, reservation changes and overbookings.

• Ensure accurate handling of payments, shift checkouts and financial transactions.

• Establish, train and enforce service standards that reflect CoralTree values and brand expectations while creating a warm, personalized and engaging experience for guests and homeowners.

• Encourage a welcoming atmosphere by greeting guests, remembering names and offering proactive assistance.

• Provide quick and efficient service, offer options and create positive guest experiences that build lasting connections.

• Support the property’s renovation transition by developing and implementing Front Office procedures that align with the reimagined guest experience.

• Monitor guest feedback and operational trends, identifying opportunities to enhance service delivery and improve overall satisfaction.

• Actively support reopening initiatives, operational readiness efforts and cross-department coordination related to the renovation.

• Oversee guest experience operations for Stonebridge Inn and the Lower Village vacation rental portfolio, promoting consistent service across all managed residences.

Owner Relations & Lower Village Vacation Rentals

• Serve as the primary operational point of contact representing CoralTree Residence Collection for owners participating in the Lower Village vacation rental management program.

• Build and maintain trusted owner relationships through proactive, timely and professional communication.

• Oversee daily operations and communications for the Lower Village vacation rental portfolio, coordinating guest and owner needs across approximately 35 managed residences.

• Communicate with owners regarding reservation changes, unit condition, guest feedback, damage, operational matters and rental program participation.

• Coordinate owner-approved upgrades, furnishings, replacements and other unit improvements intended to support property standards, guest satisfaction and rental performance.

• Serve as the escalation point for owner and guest concerns, balancing stakeholder expectations with operational realities, company policies and property standards.

• Prepare, review and distribute monthly owner statements, ensuring accuracy, timeliness and clear follow-up regarding billing, revenue and operational questions.

• Manage the onboarding and offboarding of residences in the rental management program, including required documentation, inspections and operational readiness coordination.

• Maintain accurate owner records, unit information, rental program documentation and communication history.

• Document and coordinate follow-up related to owner requests, unit damage, maintenance concerns and improvement projects with the appropriate operating departments.

Team Leadership & Training

• Supervise, schedule, coach and train Front Office associates to meet performance and service standards.

• Act as a mentor to team members by providing ongoing feedback, professional development and clear accountability.

• Participate in recruiting, hiring, onboarding and performance evaluation processes.

• Support team engagement and recognition efforts, fostering a positive, motivated and service-oriented work environment.

• Represent Snowmass as a Quality Ambassador for CoralTree by helping develop, train and implement service essentials across the operation.

• Establish Front Office workflows and operating procedures associated with the property’s reopening and ongoing operational evolution.

• Develop departmental service standards, training materials and operating procedures that support consistency and accountability across Stonebridge Inn and Lower Village guest communications.

Administrative & Operational Support

• Prepare operational reports and track key performance indicators for Front Office and owner relations activities.

• Ensure compliance with safety protocols, brand standards, company policies and rental management requirements.

• Coordinate with Housekeeping, Engineering, Reservations, Accounting, Revenue Management and other departments to support seamless owner and guest experiences without directly supervising those departments.

• Support guest transportation services, including scheduling and communication of shuttle operations.

• Provide administrative support to the General Manager related to owner relations, rental operations, property initiatives and association-supported projects.

• Participate in property and residence inspections, renovation readiness reviews and operational planning efforts.

• Track owner requests, commitments and action items to ensure timely and documented follow-through.

• Assist with evaluating unit readiness and recommending operational or physical improvements that support marketability and guest satisfaction.

Qualifications Requirements

• Education: High school diploma or equivalent required; bachelor’s degree in hospitality management, business administration or a related field preferred.
• Experience: 3–5 years of hospitality management, Front Office leadership, vacation rental operations, owner relations or related experience, including supervisory responsibilities.
• Experience working in a condominium hotel, resort, vacation rental or homeowner association environment is preferred.
• Availability to work a flexible, full-time schedule year-round, including evenings, weekends, holidays and peak operational periods.

Skills & Abilities

• Strong leadership, organization, team-building and prioritization capabilities.
• Ability to build and maintain professional relationships with homeowners, guests, vendors and operational partners.
• Excellent written and verbal communication skills, with the ability to handle sensitive owner and guest situations professionally and diplomatically.
• Strong attention to detail and financial accuracy, particularly regarding owner communications, billing and monthly statements.
• Ability to manage multiple priorities across hotel operations, vacation rental operations and owner relations activities.
• Proficient with Property Management Systems, Microsoft Outlook, Word and Excel, and able to learn additional hospitality and owner communication platforms.
• Strong problem-solving, conflict resolution and service recovery skills.
• Experience coordinating projects, residence improvements or operational initiatives involving multiple stakeholders.
• Familiarity with luxury guest service and residential resort operations is preferred.

Personal Qualities

• Be a cultural ambassador who embodies CoralTree values.
• Be genuinely passionate about exceptional guest and owner service and enjoy assisting others.
• Demonstrate sound judgment, discretion and professionalism in sensitive owner and guest matters.
• Have an entrepreneurial spirit and thrive in an environment that embraces growth, change and evolving responsibilities.
• Have a naturally helpful, accountable and solutions-focused attitude.

Compensation & Benefits

Salary Range: $78,000–$83,000 annually, based on experience.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

• Health insurance, with two plans available including a Health Savings Account eligible plan.
• Dental, vision, life and disability insurance.
• Retirement savings plan with a company match.
• Employee Assistance Program.
• Room discounts for all team members, as well as for friends and family immediately upon hire.
• Five complimentary nights per year for full-time employees after six months of employment.
• Paid time off and paid sick leave.
• Eligible employees age 18 and older may register for a 401(k) with Fidelity after three months of employment, with a company match.

This job posting will close on October 31st, 2026 or until the position has been filled.