Senior Manager | Guest Operations at Evolve Vacation Rental

| Greater Denver Area
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The Position

The guest operations organization is a highly effective group focused on providing legendary customer service for all of our stakeholders - - teammates, guests, homeowners, and partners. The perfect candidate is an experienced leader and has a natural ability to lead, 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 innovation, generate efficiency, scale, and consistency (and talent development) is critical to being successful in this role. Guidance from senior leadership will be provided but you have the autonomy to lead the team in the best way possible to reach and exceed aggressive goals. 

As a senior manager within the guest operations organization, your responsibilities will include leading a team of managers with a large group of individual contributors in the following areas of the organization: pre-arrival guest experience, reservation management, cancellations + relocations, emergency task force, and assistance with overnight customer support. Your focus will be to guide the managers through organization decisions, as well as develop them into highly productive, people-focused, and results-oriented individuals. With your leadership, the guest operations organization will continue to meet or exceed both team and individual goals in a highly productive and engaged environment.

Responsibilities

  • Coach, mentor, and provide individual support to a team of managers and contributors 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) 
  • Create consistency and efficiency by developing and implementing playbooks focused on how to systemize amazing customer service into something predictable 
  • Track and report on key metrics (eg: employee NPS/engagement, Guest NPS, CSAT, MRT, First Response Time, ACP, etc.) recognizing when and where to initiate action 
  • Guide the recruitment process with a hands-on approach to the talent selection and development processes including interviewing, hiring, training, retaining, and succession planning 
  • Collaborate with all departments throughout the company to develop new strategies and initiate best practices (while building and sustaining positive relationships along the way)
  • 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.)
  • Accountable to drive strong performance and contribution
  • Administer responsibilities related to direct reports (includes schedules/timesheets, PTO requests, performance, compensation, 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
  • 5+ 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; direct accountability of managers is a requirement
  • Have a successful track record in establishing focus and providing motivational support; utilizing team and individual performance analysis for improvement and efficiency implementations 
  • Self-starter with the ability to identify and execute against top priorities
  • 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
  • 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 
  • Expert-level active listening skills to understand others’ perspective, and ask appropriate discovery questions to identify the root cause of the issue
    Preferred
    • Four-year undergraduate degree
    • Hospitality/Travel industry experience
    • Salesforce experience, Google Docs, Microsoft Office, and Periscope
    • 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 makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 10,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're conveniently located in Downtown Denver offering easy access to the RTD Light Rail, as well as great restaurants, cafes, and coffee shops!

An Insider's view of Evolve Vacation Rental

What’s the vibe like in the office?

The vibe of the office is relaxed, yet determined. Collaboration and questions are both highly encouraged. There is a strong sense of community within the office- it feels like a second home. The growth of the company is exciting, and it is refreshing to be surrounded by people that are genuinely happy to be doing what they do.

Garrett S.

Onboarding

What projects are you most excited about?

A project without a clear solution really excites me! The process of identifying, scoping and implementing a solution keeps things interesting and demands innovation.

Larry C.

Technology

What are some things you learned at the company?

One of my favorite things about working at Evolve is watching the company grow. I have learned a lot about the startup-growth company culture & the environment that it takes to succeed. I love looking back and see everything we as a company have learned through trial and error. More importantly I love seeing where it has brought us! #learneveryday

Edward O.

Property Acquisition

What unique initiatives do you have that encourage innovation?

Anytime someone new joins the Evolve team, we encourage them to own their impact. If we hire you, it’s because we want the real you, not some watered-down version that you bring to fit in at work. Encouraging our team to be their authentic selves has led to incredibly original ideas that have shaped Evolve into what it is today.

Brian Egan

CEO

What makes someone successful on your team?

In order to be successful on my team, it is important to provide exceptional customer service and be able to problem solve on the fly. One must be detailed oriented while working in a faced paced environment. Communication is key in being a successful member on my team and being able to collaborate with employees on other teams.

Ali H.

Customer Resolutions

What are Evolve Vacation Rental Perks + Benefits

Evolve Vacation Rental Benefits Overview

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, equity in the company, military leave, and travel perks.

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.

Culture
Volunteer in local community
There are a variety of volunteering opportunities at Evolve, including an all-company Care Week which helped us donated over 900 hours in 2019.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We maintain a tremendous work ethic and an unapologetic passion for customer service. We focus on hitting measurable results, on time. The next time you hear "that's not my job" at our office it will be the first.

You will, however, find us collaborating in booths throughout the office and showering each other with shoutouts in team huddles. And when we’re not laser focused on the work at hand, we can be found enjoying lunch breaks in our plaza or snapping pictures of our amazing views of the Rockies.

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