The Position

The Resolutions team is a highly effective group, focused on providing legendary customer service for all of our stakeholders - teammates, homeowners, guests, and partners. The perfect candidate is a hands-on leader and has a natural ability to coach and motivate a team that has varying levels of expertise in providing world-class customer service. You are a learner and a hospitality professional with a deep thirst for knowledge and passion for not only developing yourself, but also, and more importantly, supporting the development of others.

You will be challenged to elevate the team’s productivity and skills with the goal of creating customers for life and inspiring the team through your approach to leadership. Optimizing processes to facilitate scale and consistency (and talent development) is critical to being successful in this role. Guidance from senior management will be provided, but you have the freedom to lead the team in the best way possible to reach and exceed aggressive goals.

Responsibilities

• Coach, mentor, and provide individual support to a team of 10-12 direct reports while holding them accountable (this includes call reviews, developing and coaching negotiation and customer service skills, assisting teammates in hitting/exceeding team goals, etc.)
• Keep the team aligned on company goals and department objectives (provide clear direction, while remaining ready and available to jump in to offer guidance, expertise, and help when needed)
• Collaborate with all departments throughout the company to develop new strategies and initiate best practices (while building and sustaining positive relationships along the way)
• Create consistency and efficiency by developing and implementing playbooks focused on how to systemize amazing customer service into something predictable
• Recognize when the team needs help; don’t hang around and wait to be called upon (that means plenty of informal check-ins, both on the work they are doing and on their general job satisfaction and mental well-being)
• Lead weekly team meetings on relevant topics (training needs, industry news/trends, company updates, etc.)
• Motivate and engage your team by thinking outside the box, including activities during and outside of work hours
• Administer responsibilities related to direct reports (includes schedules/timesheets, PTO requests, performance, etc.)

Qualifications

• You have a hospitality mindset with a passion for customer service and inherent motivation to help others
• Passionate about developing highly-engaged teams and helping the entire company inspire people to deliver exceptional results
• 3+ years of leadership experience in hospitality operations with responsibility for managing people (recruiting, training, professional development) with an organization known for its excellent customer experience.
• Understand the fundamentals of getting individuals to work together for the common good; achieving the best possible results
• Excellent organizational and communication skills are among your top competencies and you have an uncanny ability to ensure all are on the same page with clear understanding
• Have a successful track record in establishing focus and providing motivational support
• Proven ability to manage your time effectively and your attention to details and proactive nature are some of your defining characteristics.
• Welcome with open arms the opportunity to be in the trenches with the team when needed most

Preferred

• Four-year undergraduate degree
• Hospitality/Travel industry experience
• Salesforce experience
• We support all of our stakeholders seven days a week. This position requires flexibility; including evenings, weekends, and holidays (please do not apply if this is not appealing to you).

A Little About Us

Evolve Vacation Rental is a high growth, Denver-based startup that is redefining vacation rental management and we’re looking for a smart, passionate, and entrepreneurial individual to join us.

Our team is on a mission to make vacation rental easy for everyone. We provide homeowners with the easiest and most effective way to generate rental income, while offering travelers the world's best booking experience.

We're conveniently located in Downtown Denver offering easy access to the Cherry Creek Bike Path, RTD Light Rail, as well as all the great restaurants, cafes, and coffee shops the city has to offer! Oh, and we also like to have a lot of fun.

• Benefits - You’ll receive competitive pay, and health insurance packages that include 100% employer paid HDHP, dental, vision, life, and long-term disability coverage. Supplemental benefits are also available in addition to 401(k) match, commuter benefits, and equity in the company.
• Lifestyle - We embrace work-life balance so we offer PTO and paid sick days. To encourage a healthy lifestyle, Evolve offers free access to an onsite fitness center and bicycle storage.
• A Voice - Our innovation framework encourages you to pitch ideas and make real changes at Evolve. Employees are the driving force behind internal process improvements.
• Career Growth - We are committed to creating growth opportunities for every employee at Evolve. Our leadership and management teams are dedicated to developing top talent who have a true earn-it mentality!
• Community - It’s easy to make friends at Evolve, and we work hard to keep our community strong. There are two monthly all-company sessions as well as company-sponsored events throughout the year.
• Transparency - Every month, our co-founders tell us how the company is performing, explain where we’re headed next, and recognize team members for jobs well done.
• Hands-on Education - We learn every day, and we expect you to, too. We can’t wait to hear your ideas for how to improve Evolve, and we’ll gladly help you access the resources and develop the skills and you need to reach your career goals. 

Evolve Vacation Rental is an equal opportunity employer.