Guest Services Manager

Company Description

Hotel Jerome has been the social hub of Aspen since its opening in 1889 at the height of the town’s silver boom, known as the place where all great stories were born and are told. As the only Aspen hotel to survive the silver crash, the long pre-ski-resort winters, and the Depression, we’ve seen cowboys ride through our doors, 10th Mountain Division soldiers gather round over pints after training on the slopes, and Hunter S. Thompson holding court during his run for sheriff. You can’t experience Aspen, without experiencing Jerome.

The targeted compensation range for this full time year round, exempt position is $70,000 - $80,000/year. The position offers a competitive compensation package presented by Auberge Collection and is eligible for an annual incentive bonus.

Job Description

Please note that this is not an exhaustive list of everything that needs to be done!  Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates.   Within this, the key responsibilities for this position are:

• Liaison between Guest Services & all other Front Office departments.

• Review and coordinate daily arrivals/departures, transportation, house count, special events, VIPs, features and services of the hotel. Review all arrivals prior to check-in to be familiar with guest’s needs & potential issues.

• Responsible for ensuring that the Bell Captains are accurately organizing, coordinating, & charging daily guest transportation (including; private, courtesy, group drives, & ski shuttle).

• Assist with interviewing, hiring and training of bell and valet attendants, shuttle drivers and ski concierges.

• Ensure accuracy of payroll, writing department schedules, coaching & disciplining staff, ensuring & conducting accurate training, running weekly & monthly department meetings, tracking service charges in order to ensure associate payouts, ensuring proper maintenance of Jerome vehicles, and maintaining department budget constraints. 

• Responsible for ensuring proper storing, delivering, and tracking of group/ individual amenity deliveries, organization of luggage room and shipping log.

• Assist Front Office Manager with maintenance of Jerome vehicles, including scheduling oil repairs, tire rotations, changes, recording damage, investigating causes and preventing future incidents.

• Assist Front Office Manager with updating and creating SOP’s, updating guest profiles and resolving guest issues.

• Oversee Service Charge Commission & Gratuity Program. Make certain all service charges/gratuities are posted and tracked properly in order to ensure accurate payout. Run Transaction Reports within Property Management System to track Monthly Service Charges including: valet, porterage, skier shuttle, and delivery fees utilizing excel template. 

• Review Hotel Jerome’s Market Metrix (Guest Satisfaction) Results Daily, identity service issues and create action to resolve issues.

Qualifications

• Ability to maintain hotel’s standards, policies and procedures

• Ability to communicate in English with guests/Team Members to their understanding.

• Ability to understand guest inquiries and provide responses.

• Ability to use radio/pager and respond in a timely manner.

• Ability to prioritize, organize and make good judgments.

• Ability to maintain concentration and think clearly under all driving conditions.

• Ability to ensure security of vehicles and hotel property.

• Ability to maintain confidentiality of guest information and pertinent hotel data.

• Ability to work cohesively with co-workers as part of a team.

• Valid Colorado State Driver’s License, with no violations. 

• Prior customer service experience – hotel front office experience preferred 

• Prior supervisory experience or three years of bell associate experience

• Two years’ experience driving vehicles.

• Ability to drive all vehicle types.

Benefits Package

The comprehensive benefit package for this position includes paid time off, sick and safe time, Medical, Dental and Vision healthcare plans, 401(k) plans with employer contribution, Health and Flexible Spending Account programs, Employee Assistance Program and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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