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Haus Experience Manager
Gravity Haus is an inclusive community that enables an active lifestyle – the seamless merging of work, play, and outdoor adventures. We believe in asking three questions:
Is it good for you?
Is it good for the planet?
Is it an amazing experience?
Based in the heart of the Rocky Mountains, we’re enabling world-class experiences for the modern adventurer, specializing in uniquely designed guest rooms, functional co-working spaces, holistic training and recovery programs, and thoughtfully crafted food and beverage offerings – all curated with a focus on sustainability, connections with nature, and our unique brand of “haus-pitality.” With properties in Vail, Breckenridge, Winter Park, Steamboat, Truckee-Tahoe and future developments in the works, we’re rapidly broadening our reach and poised to double the size of our workforce over the next 12-24 months.
That’s where you come in.
About the Haus Experience Manager Position
The Haus Experience Manager is responsible for all the front desk operations, member/guest/owner relations and manages the hotel rooms division. This leadership position is responsible for hiring, training, mentoring all front desk staff and maintains an open communication with all GHV teams. This position will drive elevated service levels in line with brand standards, address in a timely manner any member/guest/owner complaints, maintain high review scores, provide excellent customer service and keep an accurate room distribution on all channels.
Responsibilities
Wake up every day ready to deliver exceptional service to our community by working alongside our Vail property team and leading the Haus Experience Specialist team.
Consistently exceed support expectations for our Members and guests with your guidance, knowledge and empathetic approach to service. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer.
Identify high-touch issues that need to be elevated to the hotel general manager or Regional Director of Hauspitality
Select, hire, train and develop a successful Haus Experience team.
Process annual reviews, discipline and terminate when needed.
Schedule the team to provide the best coverage and in line with our labor budget.
Assist the Front Desk team in the day to day operations and expand our pre arrival protocols to enhance and personalize guest’s experience.
Oversee the pre arrival concierge spreadsheet to include relevant information for each member/guest/owner and share this information with all the GHV.
Provide hands-on leadership to execute and direct all operations with special attention to front of house training, service standards and procedures.
Ensure the rooms and condos inventory is accurate, up to date and set up with a 2 way connectivity on all distribution channels.
A savvy in reservations protocols and all rooms operations.
Provide an innovative approach to revenue management and drive revenue to all GHV divisions.
Part of the development of an annual operating plan for the rooms division. This plan should include staffing guidelines, roles and responsibilities of on-premise management.
Assist in the development and approval of company Standard Operating Procedures and Brand Standards.
Oversee new protocols, the distribution and order of welcome amenities, apres ski lobby service, cleaning guidelines and guest/member/owner enhancements to deliver an overall 4 star experience.
Address in a timely manner all guest complaints, surveys and maintain a clear line of communication with all GHV.
Oversee the daily MOD report or email communication, quickly address any pending issues and ensure team’s accountability.
Manage all systems, ensure best practices are followed for efficiency, accuracy, and optimization.
Actively look for ways to reduce waste, compost, recycle, and overall reduce the impact of the room operations.
Provide HR management and leadership for the rooms department.
Assist the executive team in long term planning, concepting, and development of new lines of business.
Ensure timely and accurate reporting of business financials and business performance assessments.
Exhibit strong interdepartmental communication and develop positive working relationships with other Gravity Haus departments.
Perform administrative duties including processing vendor invoices, reimbursements, filing, copying, etc.
Manage, maintain and organize files on the relevant company team drives.
Maintain a respectful and hospitable demeanor with customers, members, vendors, and partners in all interactions.
Act as a professional leader of the business, culture, and community at all times.
Assist in other departments and in other job functions on an as-needed basis.
Be familiar with the entire Gravity Haus family of businesses.
Form strong positive working relationships with hotel management personnel.
Performs other tasks as assigned by the COO or GM.
Required Skills
Passionate about being helpful, proactive and building trust with our members and your teammates.
Experience supporting customers via phone, e-mail, chat, and/or in person
Are an expert in time management and prioritization, especially in fast-paced, constantly changing environments
Have enormous passion for customer service and ownership of the customer experience including comprehensive issue resolution
Are able to effectively tailor communication and style to differing audiences
You thrive on teams where expertise is shared, and feedback is welcomed
You’re able to work as many hours as the business demands, and are willing to maintain a flexible schedule, including nights, weekends and holidays.
Exceptional oral and written communication skills.
Energetic and outgoing, with a positive attitude, driven to provide outstanding customer experiences.
Able to create strong relations with owners, guests and members.
Adaptable, resilient and able to display the grit of a leader.
A strong appreciation and interest in outdoor recreation, health, and wellness.
Professional appearance, demeanor, and attitude.
Strong financial acumen.
Proven track record of providing exceptional customer service.
Ability to adapt roles, responsibilities, priorities, and schedules effortlessly.
Must be willing to sign NDA, non-compete, and IP agreements.
Able to work as many hours as the business demands and be willing to maintain a flexible schedule, including nights, weekends and holidays.
College degree preferred / work experience considered.
Experience in a fast-pacedp environment required.
Excellent organizational and communication skills.
Proficiency in Office and Google Suite required.
Ability to meet tight deadlines and prioritize time.
Detail oriented, organized and is able to meet specific deadlines.
Has the ability to act independently with minimal or no supervision.
Must be proficient with MS Office/Google equivalent products.
Time management and problem solving skills
Self-motivated, well organized, and goal-oriented
What We Can Offer You
$65,000-75,000 salary, dependent upon experience
Medical (company-sponsored option), in addition to options for dental, vision, life insurance, short and long-term disability insurance, accident insurance, legal support services and more!
401(k) program with a company match of 50% on the first 6%
Progressive “take what you need” PTO policy
Team Member Gravity Haus Discounts:
40% off Gravity Haus apparel
40% off Food & Non-Alcoholic Beverage at Gravity Haus locations
40% off Spa Treatments
40% Personal Training
Discounted stays at Gravity Haus properties and hotel partners
Complimentary stays at Gravity Haus properties (based on longevity).
Ski Pass or Wellness benefit
Discounted bus pass
All-In Gravity Haus Membership which includes
Dryland Fitness & Spa membership
Access to premium outdoor gear from top brands through Haus Quiver
The opportunity to be a part of our mission to create a globally conscious community for the modern adventurer!
Gravity Haus is an Equal Opportunity Employer committed to building a diverse team and inclusive work environment. Our mission includes enabling access to the outdoors for all.
