Reservation Agent - Aspen Hospitality

Company Description

Aspen Hospitality, a division of Aspen One, develops, owns, and operates a growing portfolio of luxury and upper-scale hotels, private clubs, and branded residential properties under The Nell and Limelight brands. This includes The Little Nell, Aspen’s only Five-Star, Five-Diamond ski-in/ski-out hotel and its affiliated Residences located at the base of Aspen Mountain, as well as a new Nell property currently in development at Rockefeller Center in New York City.  

Aspen Hospitality’s Limelight hotels are located across Colorado, with locations in Aspen, Snowmass, and Denver, and in Ketchum, Idaho. Two new Limelight hotels will also open in 2025 in Boulder, Colorado and Mammoth, California.  Aspen Hospitality also owns and operates the Aspen Mountain Club, Snowmass Mountain Club, and Mammoth Lakes Mountain Club. For more information, visit www.aspenhospitality.co.  

Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the notifications@smartrecruiters.com, aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. 

Job Description

Position Summary 
The Reservation Agent provide timely and accurate service to potential guests making reservation inquires for the Limelight Aspen, Limelight Ketchum, Limelight Snowmass, Limelight Denver, Limelight Boulder, Limelight Mammoth, The Little Nell Hotel, and Residences at The Little Nell.  Serve as highly motivated team member ensuring guest inquiries and sale leads are answered in appropriate fashion for the department as a whole. This position is based out of our Reservations office in Basalt, CO or remote in Denver, CO. Ability to travel for training at the main reservations office in Basalt for initial onboarding and in person quarterly training is required. This position reports to the Director of Reservation Sales. 

Job Posting Deadline
Applications for this position will be accepted until August 30, 2025  

Essential Job Functions/Key Job Responsibilities 
•    Answer inbound guest calls providing expert advice and exemplary guest service 
•    Demonstrate a highly professional manner and provide the highest quality of guest service
•    Assist in completing the daily functions of the reservation’s office based on workload and business volumes
•    Use available resources to research various reservation situations and guest issues
•    Qualify callers by asking questions regarding the desires they have for their lodging
•    Close the caller by asking for the booking at the appropriate moment in the call, or obtain the caller’s name, address, and phone number for follow-up efforts
•    Close sales and communicate guest needs to elevate guest experience beyond expectation
•    Email confirmations and information regarding reservations made, or information requested
•    Respond to all inquiries (email or phone message) within 24 hours
•    Maximize occupancy by monitoring availability and placing new reservations adjacent to existing reservations
•    Achieve and maintain Forbes 5 Star; 5 Diamond reservation standards
•    Report to shift on time.  Successfully manage time clock entries per department schedule.
•    Attend meetings as required and take notes as needed
•    Make Manager aware of guest’s comments and complaints
•    Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook
•    Comply with all policies and procedures for the Reservation Department, The Little Nell, and the Aspen Skiing Company
•    Complete tasks and projects delegated by your supervisor and assist other departments as business volumes and staff level demand
•  Other duties as assigned

Qualifications

Education & Experience Requirements
•    High School diploma or equivalent.
•    Two-year college degree preferred

Knowledge, Skills & Abilities
•    Ability to create an environment of trust
•    Ability to multi task, prioritize & delegate
•    Ability to remain calm and think clearly and logically under stress.
•    Competent with computer programs such as Microsoft Office
•    Phone sales experience a plus
•    Previous hotel reservation experience preferred

Additional Information

Work Environment & Physical Demands
•    Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements
•    No adverse or hazardous conditions
•    Not required, but preferred to be able to occasionally lift, push or pull 25 lbs. individually or with as