Job details
Salary $72,000 - $93,000 a year
Full job description
Job title: portfolio experience manager reports to: vp, destination experience downtown denver-based company seeks a dynamic service-oriented professional who is highly-organized and can manage operational aspects of inspirato’s portfolio, and associated team members, to ensure exceptional member experiencesThe role will also support, or lead, the development and implementation of department initiativesThe ideal candidate will have knowledge in customer or member experience delivery, process management, problem solving, people leadership, operations management, and responsible financial expenditure managementThe role has flexibility in locationFor starters, we are looking for someone who…
Values relationships and connects easily with people
Easily adapts to ever changing environments
Commands attention and inspires positive change
Views experience through the lens of service first
Is not afraid to take risks and does the right thing
Uses data to improve service experiences
Is innovative, creative, and tech savvy
Honest, creative, caring, and acts with a sense of urgency
Is a role model for fellow team members and destination team staff
Demonstrates the ability to motivate, lead, and train
In addition, you must have the ability to:
Ability to work long hours when necessary
Travel approximately 25% of the year with a preference for candidates living on the west coast
Responsibilities:
Manage special projects & assignments requested or delegated by senior manager and vice president of destination experience
Interview, hire, train, manage, coach and create a successful destination delivery team including concierge, planning, and housekeeping services
Ensure consistency in the field with exceptional service delivery and adherence to policies and processes
Evaluate opportunities and create destination specific member experiences
Track, analyze and create effective action plans to address survey scores and member feedback for destination service
Assist with creative ideas and resolutions for member challenges that may impact the member’s vacation
Rotate within the manager on duty program and serve as back-up to fellow team members
Actively participate in cross-functional portfolio team, working with the team to deliver a full destination experience profitably- service, asset, accommodation and value
Lead training sessions for denver based teams on the destination, and destination staff on department and company initiatives
Approve destination team expenses: member folios, expense reports
Manage monthly spending with destination team in housekeeping, consumables, amenities, and replenishment os&e on behalf of the portfolio team, working with portfolio managers for budget guidance
Formulate plans to relay cost saving ideas and efficiencies throughout the destinations
Assist in development, implementation and training of the destination operations handbook; company overview, sop’s and destination guides
Communicate proficiently & work effectively with the following teams: portfolio team, member care, real estate, finance, human resources, legal and risk, create & promote operations that continually improve the operations of the business
Qualifications: candidate must meet the following qualifications:
Minimum of 5 years’ experience as a manager/leader in hospitality
Background in multi-unit hospitality management preferred
Compensation - $72,000 - $93,000 base salary we believe in building a compensation structure that reflects the comparable market pay rate for positions at companies similar in size, revenue generation and geographic location; in addition to individual factors including seniority, performance-based merit, education/training and experience related to scope of responsibilitiesBonus – this position is eligible for the company’s bonus plan, to the extent offered, at a target bonus percentage of up to 10% of your annual salaryBenefits – this position is eligible for a health and welfare benefits package including medical, dental & vision insuranceFam trip – this position is eligible for the employee familiarization travel program following three (3) consecutive months of employmentThis program provides you up to one seven (7) day reservation in an eligible inspirato property per your employment calendar year – subject to seasonal property demands and the company employee familiarization travel program terms and conditions.
