Residential Services Manager

Company Description

Perched in the heart of Telluride’s Mountain Village, Madeline Hotel & Residences, Auberge Collection is a luxurious alpine retreat that blends the spirit of the Rockies with Auberge’s signature warmth and sophistication. Surrounded by the majestic San Juan Mountains, the resort features 83 guest rooms, suites, and 71 private residences, each offering elevated design and sweeping mountain views.

Madeline pairs unrivaled ski‑in/ski‑out access with curated amenities, including Crest Club, the newly debuted private ski club, a dedicated Ski Valet, the Alpine Swim Club with heated pool and outdoor lounges, a full‑service spa, fitness center, and an open‑air ice rink. Distinctive dining experiences include the mountain‑inspired Black Iron Kitchen + Bar and the elevated aprés destination, Timber Room. Following a dramatic property‑wide redesign in 2021, Madeline invites guests to experience modern mountain luxury in one of America’s most iconic alpine destinations.

The targeted compensation for this full time year‑round, exempt position is $60,000-$70,000 annually. The position offers a competitive compensation package presented by Auberge Collection.

The Residential Services Manager at Madeline Hotel and Residences is responsible for supporting Auberge Collection mission and vision while delivering exemplary guest service to residents and creating a genuine, informative, and personalized resident experience. This role will identify opportunities to further improve, customize, or personalize the residential experience by ensuring consistency in service across all levels. The Residential Services Manager acts as a point of contact for all residential owner issues, concerns and requests, pertaining to the residential operations.

This position is responsible for delivering exemplary guest service to residents, while supporting and reporting to the Director of Residences.

Must be passionate about top‑notch customer service. This job requires going above and beyond multiple times daily in the deliverance of customer service; this is a high‑touch service department.

• Prepare Owner arrival reports and review arrivals amenity delivery and reservations for booking accuracy and housekeeping instructions and billing.
• Conduct owner arrival inspections, coordinate owner deliveries and requested concierge services.
• Assist Sotheby’s real estate sales/transitions. Assist with coordinating contract documents to ensure all have been collected and filed for new owners.
• Educate owners on the importance of maintaining their homes to the highest standards possible.
• Responsible for all reservations, interior unit construction, VRBO reservations, pets, skis, bikes, property management repairs.

• Exhibits initiative, responsibility, follow up, and accountability.
• Adheres to Auberge Resorts policies and procedures.
• Interface with property financial and accounting teams to ensure budget controls and objectives are achieved.
• Ensure ongoing alignment with brand standards related to services, amenities and facilities.
• Ensure effective coordination of all residence management program services.
• Enforce property safety standards.
• Review and understand all residence governing documents and association budgets.
• Coordinate necessary residence meetings with hotel operating teams and with residents.
• Ensure residence operational coordination with property specific team members.
• Perform other duties and handle projects as assigned by the Director of Residence Services.
• Professionally represent the brand and property in the community and industry as well as with residential owners.
• Be a leader and role model to all team members and the community.

• Strong verbal and written communication skills.
• Working knowledge of Microsoft Software Programs to include Excel, Word, and PowerPoint.
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Professional appearance, good character, ability to work a flexible schedule, including weekends and holidays, according to department needs.