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Senior Manager, Vacation Rental Operations, Keystone

Date:  Oct 12, 2021

Keystone, CO, US

Company:  Keystone Resort
Shift Type:  Year Round

We’re looking for team members who are passionate about their work and the world around them, who take pride in ensuring our guests receive the best possible service and who bring a sense of self and fun to all they do. Life at 9,280 feet in the sky is a little different. With our crisp Rocky Mountain air and boundless options for adventure and exploration, you can join a community who loves where they live and loves what they do. Keystone will be your home away from home; a place where friendliness, an eye for detail and unmatched guest service is the foundation of our Culture. Come join our team – where A Mountain of Possibilities awaits. www.vailresortscareers.com



As of Nov. 15, 2021, Vail Resorts will be requiring all employees across North America to be vaccinated for COVID-19.


Keystone Resort Property Management is the premier property management company in Keystone Resort, providing comprehensive management services to both homeowner associations as well as individual homeowners renting their properties on a short term basis.  The management portfolio consists of over 40 managed HOA contracts, more than 600 short term rental contracts and an additional 250 homecare contracts.   


The Senior Manager of Vacation Rental Operations leads a group of Vacation Rental Mangers and their teams in the operations of approximately 300 vacation rental managed homes. The Vacation Rental Management team is charged with delivering high quality experiences to owners and guests of our managed communities.  In a resort environment where owners are dependent on short term rental income, we must lead from an owner and guest perspective and work with our teams in support of the resort environment. This includes focus on standards and procedures for daily operational management, retaining and attracting rental partners, managing in a style that fits with resort property managements, homeowner relations.  Critical in-resort relationships include: Front Desk, Housekeeping, Rental Management, Engineering, Pool & Spa, Administrative Office, Inventory Management, Human Resources, Corporate Hospitality, Conference Sales & Services and various community stakeholder groups.


Key Accountabilities of Leader and Team

  • Building and maintaining relationships with homeowners to facilitate acquisition and retention of management agreements for vacation homes.
  • Providing exceptional service to rental guests, homeowners and homeowners' guests.
  • Reviewing electronic post-stay surveys, addressing issues, and following up with respondents.
  • Managing Rentals, including acquisition and retention of rental management contracts, on-boarding and off-boarding of properties, coordination of housekeeping and maintenance, inspections pre-arrival and post-departure, as well as working with Revenue Management and Reservations teams to maximize rental revenue and occupancy.
  • Coordinating property improvements, deliveries, and projects in managed properties.
  • Overseeing and supporting annual Unit Quality Rating, Spring Cleaning, and Preventative Maintenance Inspection programs.
  • Ensure consistency in deliverables of budgeting, financial analysis, vendor coordination and property inspections.
  • Establish annual goals and responsibilities for direct reporting team, track progress towards goals and monitor achievement of goals.
  • Support further development of a collective team and systems that build and maintain relationships with homeowners, boards and associations.
  • Foster and reinforce partnership between critical internal departments, especially Engineering and Rental Operations Management.
  • Communicate Net Promoter Score (service score) expectations to management team and hold team accountable for results, response and internal follow up as warranted.
  • Champion quality standards in all areas of the business with team and Homeowners.
  • Oversight of corporate department budgets, P&L reviews, variance reports and forecasts.


Knowledge Base & Cultural Characteristics

  • Demonstrated passion for providing and leading others in providing exceptional service.
  • Strategic leader, capable of setting an ambitious agenda and engaging and aligning a set of stakeholders to achieve it.
  • Credible businessperson who will be perceived as a trusted consultant and functional expert to senior management.  Must be an influential advisor, bold and courageous, with the ability to constructively challenge and hold others accountable.
  • Strong learning agility.  Enjoys and excels in environments where he/she must tackle and solve new and complex strategic business challenges and issues.
  • Performance-driven, ambitious, and change-oriented leader who shows ingenuity and fortitude in overcoming obstacles to achieve a bigger impact in an increasingly competitive marketplace.



  • 5 + years in hospitality management with experience leading multiple mid-level managers who each have multiple reports.  Qualified candidates will be able to draw on knowledge leading multiple teams in a multi-property resort setting, preferably with individually deeded properties and an HOA component.
  • Proven track record of delivering a successful strategies, plans, and programs based on competitive analysis, industry trends, and best practices, emerging technologies, and the company’s vision.
  • Demonstrated strategic and analytical decision-making skills supporting a holistic, ecosystem perspective to developing people. Able to assess processes and outcomes by establishing solid metrics of performance.
  • Strong leadership presence with a proven ability to influence and interact with cross functional leadership and teams.  Excellent verbal, written, storytelling, and interpersonal communication and presentation skills, including comprehension, effective listening, and negotiating skills.
  • Bachelor’s Degree in Business, Hospitality Administration, Finance or similar.
  • Flexible schedule including weekends, nights and holidays
  • Highly proficient with Microsoft Office applications - Excel, Word, Outlook, Access.


The budgeted range starts at $67,000-$81,150 + annual bonus.  Actual pay will be adjusted based on experience.


The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 


Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 361152