Concierge Manager - 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 Concierge Manager is responsible for supporting all aspects of Concierge functions in accordance with hotel standards.  Maintains a concierge service and management philosophy that serves as a guide to respective staff.  Acts as the primary contact between the guest and the hotel for any and all matters that the guest wishes and is responsible for ensuring that all members of the concierge team deliver consistent superior guest service. This position reports to the Front Office Manager.

The budgeted salary range for this position is $75,000 - $85,000. Actual pay will be dependent on budget and experience, all our salaried roles are eligible for bonus.

Job Posting Deadline
Applications for this position will be accepted until May 11, 2025.

Essential Job Functions/Key Job Responsibilities
•    Coordinate day to day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis
•    Understand the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals
•    Support the concierge team to keep them focused on critical components of operations to drive guest satisfaction and the desired financial results
•    Initiates and leads the training program for all new concierges and retraining for new processes
•    Responsible for interviewing, and hiring concierge members.  Handles discipline and separation of employees in accordance with company policy
•    Provide a thorough and up to date knowledge of all activities, events, dining and entrainment options in the area
•    Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
•    Encourage and build mutual trust, respect and cooperation among team members
•    Ensure concierge team effectively handles guests requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
•    Offering personalized service to guests such as restaurant reservations, arranging for spa services, recommending night life hot spots, booking transportation and procuring tickets to special events
•    Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results
•    Other duties as assigned

Qualifications

Education & Experience Requirements 
•    High school diploma or equivalent required
•    5 years’ experience in guest services, front desk or related professional area required
•    3 years’ experience in a leadership position within a hotel rooms division department
•    2-year degree from an accredited university in Hotel Management, Hospitality, Business Administration or related major preferred

Knowledge, Skills & Abilities  
•    Proficient with Microsoft Office Suite or related software 
•    Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
•    Strong leadership, collaboration and interpersonal skills
•    Excellent interpersonal and customer service skills<