Operations Manager

Vacasa vacation rentals is seeking a passionate and energetic, customer service and employee focused leader to manage and lead a team of Front Desk Specialists as the Operations Manager for their Whistler location.  The ideal candidate has the ability to lead and develop a team, effective communication skills, analytical and problem-solving skills, and the ability to adapt to and lead change.

This role includes managing individual and team performance expectations and goals, providing behavioral based coaching and feedback at the individual and team level, maintaining focus and balancing quality of service provided with productivity, monitoring customer service levels and schedule adherence, and serving as a point of contact for escalated customer contacts.

Apply today!

About the Role, Benefits & Perks:

• Full-time, year round.
• $63,000 per year.
• Extended Medical and Dental
• Registered Retirement Savings Plan – company match
• Ski pass/activity allowance, or Travel allowance for Squamish/Pemberton-based applicants.
• Employee Assistance Program.
• Career advancement opportunities.
• Employee discounts.
• Financial performance bonus potential.

The Perfect Candidate: 

• Previous experience in a Supervisory or Management role within Hotels / Vacation Rentals.
• Technical computer skills required on all forms of hardware – laptops, tablets and mobile devices.
• Professional in all forms of communications such as email, phone calls, video calls and texts.
• Ability to work well under pressure in an agile, fast-paced environment.
• Excellent time management skills with the ability to change activity frequently and cope with interruptions.
• Highly responsive and reliable.
• Strong attention to detail.
• Adhere to all company policies and procedures.

Responsibilities Include: 

• Ability to work a flexible schedule including weekends
• We’re in hospitality and our schedules can change based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, and holidays. We require flexibility to support this.
• Reliable transportation required.
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of fifty (50) pounds without assistance.
• Working closely with other Guest Service Managers: lead, develop, and motivate a team of Front Desk Specialists in Whistler, BC.
• Provide behavioral based coaching and feedback in all areas of performance such as metrics, the customer experience, and conduct.
• Work with other LOM’s on recruiting, scheduling, payroll &  performance management.
• Act as the first point of contact for  our guests, vendors, building partners and often our owners.
• Liaise with Strata Manager, conduct property walkthroughs and provide feedback as needed.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
• Assist with the creation and delegation, and follow up of maintenance and housekeeping tickets (If applicable).
• Verify unit availability to assist with scheduling vendor or realtor visits.
• Meet and maintain Vacasa standards and metrics such as guest NPS score, accuracy, efficiency, and inquiry conversion to reservations.
• Follow all Health and Safety protocols to ensure a safe working environment. This may include being part of the Whistler Vacasa Health and Safety committee.
• Identify potential owner leads from walk-ins or incoming calls and pass the information along to your designated Vacasa Business Development Representative.
• Build and maintain business relationships and open lines of communications with other internal support teams, such as channels, copy team and CX.
• Respond to guest reviews and follow up with guests post-stay.
• Attend weekly GSM Management meetings with the Director of Operations. Bring feedback and ideas for improvement. Attend operational and other meetings such as Guest NPS review.
• Meet with the Housekeeping Management team on a monthly basis to provide feedback and look for opportunities to improve Guest Experience.
• Weekly quality inspections on rooms with follow up as needed.
• Assist in onboarding of new units.
• Liaise with various company departments in respect to building projects to ensure messaging to Guests is up to date and staff are all informed.

About the Company:  https://www.vacasa.com

We’re a vacation rental company where great people create exceptional experiences. From our humble beginnings with a simple idea, we’ve grown into a trusted industry leader delivering genuine hospitality to every guest. What sets us apart isn’t just our advanced technology or high property standards, but our culture of doing things the right way, building trust, and supporting each other as a team. When you join Casago, you’re not just taking a job—you’re becoming part of a company that values your contributions, invests in your growth, and gives you the opportunity to make a real impact on the homeowners and guests we serve every day.

How to Apply:

• Create a Profile and upload your resume here (you only have to do this once): www.whistler-jobs.com/apply
• OR , if you have already created a profile with us, simply email talent@whistler-jobs.com to let us know that you’d like to chat about this role.
• Please do not reach out to the company directly as Whistler  Personnel is doing the first round of interviews for this position.  All applications must come through us to be considered.
• For some resume tips visit:  www.whistler-jobs.com/resume_tips/

All applications will be reviewed by the hiring company and those who are selected for an interview will be contacted by their team.  Only candidates with a valid Canadian work permit will be considered.