Service Excellence Manager

SummitCove Vacation Lodging is property management company in Keystone, Colorado. We manage over 300 properties in Keystone for short term rentals. Inside of our company we have many departments including housekeeping, maintenance, owner services, sales, guest services, etc. We are the largest independent property management company in Keystone and are rapidly growing. 

We were voted in Outside Magazine's Top Places to Work in 2016, Won the Best of ColoradoBiz in 2016, are named as one of American's Fastest Growing Businesses in Inc Magazine and were recently certified as a Healthy Business Leader by HealthLinks in 2017.

Job Title: Service Excellence Manager
Department: Management
Reports to: General Manager
Status: Full Time/Year Round

Summary: This position is responsible for for undertaking a variety of day-to-day office and clerical tasks. You will be an integral part in ensuring that our customer service office operations run smoothly and are successful in supporting other business activities.

The Summit Cove Service Excellence Manager is, above all, an organized and competent professional with phenomenal communication skills. You will be comfortable dealing with people and able to carry out administrative duties with accuracy and speed.

The two major goals of the Service Excellence Manager is to ensure that operations in the owner services and front desk/guest service departments are efficient and add maximum value to the organization. The second goal is to achieve drive excellent performance from your team that will bring sustainable business growth.


  • Understanding of all vacation rental management best practices and relevant laws and guidelines
  • Follow office workflow procedures to ensure maximum efficiency
  • Support other teams with various administrative tasks (redirecting calls, disseminating correspondence, scheduling meetings etc.)
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
  • Create and improve work procedures for guest service and owner service departments.
  • Delegate work orders to staff members and make sure they are completed correctly and on time.
  • Assist both departments with problem resolutions for guests and owners
  • Assist with refunding of guests and billing of owners
  • Be able to effectively report to upper management about problems and solutions in guest services and owner service departments.
  • Conduct regular department staff meetings along with individual one on one meetings
  • Assist owner sales with scheduling and appointment setting
  • A creative mind with an ability to suggest improvements
  • Strong organizational and planning skills in a fast-paced environment
  • Ensure adherence to policies for attendance, established procedures etc.
  • Prepare monthly/annual results and performance reports


  • Proven experience as a service manager or in a similar role
  • Past experience managing at least 8 or more employees
  • Excellent organizational and leadership skills
  • 3+ years experience in customer service
  • Excellent communication and interpersonal skills
  • Organized with the ability to prioritize and multi-task
  • Reliable with patience and professionalism
  • Associate’s/College degree; BSc/Ba in business administration or relevant field is a plus
  • Excellent organizational and leadership skills
  • Recruit, train, supervise and appraise human resources
  • Attention to detail and problem solving skills
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Outstanding negotiation abilities
  • Ability to work flexible hours

Full time/year round employees are eligible for all of the benefits we offer; Medical/dental/vision insurance, AFLAC, ski pass reimbursement, paid time off, comp stays, rec center discount, education reimbursement, way to go employee reward program, elevated employees wellness program, flexible scheduling