Operations Manager-Front Desk & QA in Steamboat Springs, Colorado at MOVING MOUNTAINS HOSPITALITY LLC

The Operations Manager is a dynamic position that oversees activities at the front office, housekeeping, quality assurance and maintenance coordination in terms of guest and owner needs while in-house. This position requires knowledge of our properties, procedures, the local area, general office operations and excellent communication skills and flexibility to do multiple tasks daily. This position is a customer service and logistics role and requires strong computer skills, interpersonal communication skills (both written and verbal) in interacting with guests, senior-management and all Moving Mountains employees and contractors.

DUTIES AND RESPONSIBILITIES:

• Oversee daily front desk operations to ensure a high level of guest service and responsiveness
• Ensure timely and professional communication with guests and homeowners.
• Sends feedback to homeowners to align with Moving Mountain’s standards/ guest reviews and guest comment forms.
• Partner with reservations and maintenance teams to ensure seamless guest experiences.
• Ensure accurate package handling and distribution (USPS, UPS, FedEx).
• Report and inspect all guest damages, complete damage report, coordinate repairs, handle pricing of damages.
• Communicate with homeowners on items needed and new homeowner for new home setup.
• Purchases home items as needed and communicates with homeowners.
• Schedule annual inventories for homes.
• Coordinate spring and fall deep cleans, window cleans, and carpet cleans with contractors.
• Work closely with Luxury Retreats(LR) regarding LR walkthroughs, and their onboarding procedures.
• Engages in staging homes for photoshoots and coordinates with the company and MM staff.
• Order supplies, and amenities for QA, front desk, and outside housekeeping teams.
• Create monthly work schedule for Front Desk.
• Always ensure coverage of front desk specialists when needed.
• Billing and invoicing for housekeeping and laundry providers.
• Analyze costs for cleaning, trash & laundry.
• Work with housekeeping and laundry contractors on their contracts and any amendments.
• This position relies on strong computer skills and willingness to become proficient with Track, Salesforce, Microsoft Word, Excel, Outlook, Hostfully Property Guides & Breezeway scheduling software, Zingle Guest Text app and Kaba Remote Lock software.
• Effectively manage time to meet deadlines while being faced with frequent distractions and interruptions.
• Must be able to handle a high-pressure work environment and have ability to multitask, while maintaining a high standard of service.
• Will monitor guest feedback to find solutions within the team to solve challenges.
• Will respond timely to questions in a proper and professional manner.
• Regularly strives to exceed guest and team members’ expectations of his/her abilities.
• Creates work order tasks in Breezeway in response to guest issues in the homes.
• Completion of any additional reasonable tasks as requested by management.
• Become familiar with the inventory of all homes, components, and amenities
• Knowledge and ability to communicate Steamboat activities, and MM services such as shuttle, grocery delivery, etc.
• Understanding and commitment to the goals of Moving Mountains to provide the very best vacation experiences possible to our guests
• Participate in Manager-on-Duty (MOD) on-call rotation as required.
• Support onboarding and setup of new homes from an operational readiness perspective.

Quality Assurance & Property Standards
• Oversee QA inspection processes to ensure homes meet Moving Mountains standards.
• Work closely with the Housekeeping/QA Supervisor on QA inspections to ensure consistency, quality control, and adherence to company standards.
• Review guest feedback, inspection reports, and damage reports to identify trends and implement improvements.
• Ensure all guest damages are documented, reported, and coordinated for repair.
• Coordinate property readiness for arrivals, owner stays, and special requests.

SUPERVISORY RESPONSIBILITIES:
• Manages the team of Front Desk Specialists, and is responsible for hiring, scheduling, payroll approvals, training, annual reviews and orientation of the team. Also manages the Housekeeping/QA Supervisor.
• Oversee the general needs of the SBT office in terms of office supplies, guest amenities, office snacks and coordinates all efforts with the Assistant General Manager.
• Member of the MM SBT Leadership team and attends and participates in the weekly operations meetings.

Housekeeping Oversight (Indirect)
• Provide leadership and direction to the Housekeeping Supervisor.
• Ensure alignment between housekeeping operations and company quality standards.
• Collaborate with the Housekeeping Supervisor on performance, service levels, and operational needs.
• Review high-level housekeeping metrics (quality scores, guest feedback, efficiency).
• Support vendor contract alignment and cost oversight at a strategic level (not daily execution).

DESIRED SKILLS AND EXPERIENCES:
• Qualifications: High school diploma or general education degree (GED).
• Work Experience: 2 years or more property management related experience and/or training, or equivalent combination of education and experience. Supervisory experience would be a plus.
• Flexibility: Demonstrates a willingness to assist in any role within the organization in times of need.
• Adaptability: Demonstrates a willingness and ability to change as new systems are implemented.
• Attitude: Highly responsible, reliable, and collaborative.
• Problem Solving: A proactive approach to problem-solving with strong decision-making skills. Highly responsive, action and solution oriented. Listens to team needs and provides personalized assistance to meet those needs.
• Industry Knowledge: Demonstrates a high-level understanding of all types of information systems pertaining to the company.
• Computer skills required: Microsoft Outlook, Teams, Word, and Excel. Training provided on MM software programs: Breezeway, Humanity and Divvy.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
• May be required to stand and walk, talk, and hear; climb, balance, bend, stoop, kneel or crawl; Continually required to utilize hand and finger dexterity.
• The employee must regularly lift and/or move up to 20 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds.
- Specific vision abilities required by this job include Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus.
• Additional remarks regarding work environment: Able to get in and out of a vehicle, must be able to walk on icy & slippery surfaces, May be required to drive.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.