Manager On Duty - Front Desk - The Little Nell

Company Description

Owned and operated by Aspen Hospitality, The Little Nell is Aspen's only Five-Star, Five-Diamond, ski-in/ski-out hotel and offers luxury services and unparalleled access to America's most famous mountain town. A Relais & Châteaux resort, the Nell is frequently recognized for its award-winning wine and culinary programs and dedicated service. The property boasts a variety of amenities, including two restaurants, three bars, a wine cellar and a speakeasy. The Little Nell is also home to the new The Nell Spa. During ski season, Nell guests have access to a slopeside ski concierge and numerous winter adventures. In summer months, guests enjoy lush gardens along with off-road adventures, stargazing, fly fishing and mountaintop yoga; plus, a pool, hot tub, and a newly renovated spa and health club. The Little Nell has been acknowledged with numerous awards including being named a Forbes Five-Star hotel since 1995, a AAA Five-Diamond hotel since 1991, a Wine Spectator Grand Award winner since 1997, recognition as one of America’s 100 Best Wine Restaurants from Wine Enthusiast and frequently nominated for its Outstanding Wine Program by the James Beard Foundation. The Nell will debut its first hotel outside of Aspen at Rockefeller Center in New York City in 2026. For more information, visit www.thelittlenell.com or follow @thelittlenell on Instagram, Twitter and Facebook. 

Job Description

Position Summary 
The Manager on Duty will ensure smooth operation of the Front Office and direct all activities of the Rooms Division in the absence of Upper management. Ensures five-star standards are maintained across the guest service areas. The Manager on Duty reports to the Front Office Manager.

Job Posting Deadline
Applications for this position will be accepted until May 15, 2025.  

Essential Job Functions/Key Job Responsibilities
•    Monitors and coaches the standards in all guest services positions in the Rooms Division (Front Desk, Concierge) ensuring the very best customer service for every guest every time
•    Assist with maintaining a healthy work environment and administration for staff, including Kronos Payroll Cycles and submitting Tip/Commission reports to payroll at scheduled deadlines 
•    Deals with all guest-related issues as well as emergency and security situations in all areas of the hotel and ensure the General Manager and Hotel Manager aware of guest comments and complaints
•    Assists Front Desk Manager as needed with training staff
•    Relieves Concierge and Front Desk for breaks as needed to ensure continuous service 
•    Attends divisional meetings when upper management is unavailable
•    Assists with supervisory responsibility including but not limited to: progressive discipline, performance evaluation and termination 
•    Assists in emergency and security procedures as directed by management 
•    Completes tasks and projects delegated by their manager and assists other departments as business volumes and staff levels demand 
•    Other duties as assigned

Qualifications

Education & Experience Requirements 
•    College degree preferred
•    Previous hotel experience required
•    Front Office experience required
•    Supervisory experience preferred  
•    Ability to communicate in English and Spanish preferred

Knowledge, Skills & Abilities  
•    Strong knowledge in computer programs such as Microsoft Office  
•    Strong knowledge of industry trends and best practices   
•    Strong communication and interpersonal skills, with a desire to learn and grow in the hospitality industry  
•    Strong problem-solving mindset and a passion for delivering excellent guest experiences   
•    Skilled in influencing and acting as a role model to others   
•    Ability to comply with all policies and procedures for Hotel Operations and Food & Beverage departments 
•    Ability to manage and lead diverse teams, fostering a positive and productive work environment   
•    Ability to assist in emergency and security procedures as directed by management   
•    Ability to maintain a positive, professional, team-player attitude   
•    Ability to quickly adapt to changes in processes, customer flow, environments, and tasks  
•    Ability to handle interpersonal and team conflicts in a constructive manner   
•    Ability to work weekends, evenings and holidays according to business and scheduling needs 

Additional Information

Work Environment and Physical Demands 
•    Ability to reach, crouch, kneel, stand, walk or be on your feet for extended periods of