Lead Concierge - Residences at 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 Lead Concierge oversees daily front desk operations, providing exceptional guest services while managing a team to ensure a seamless and personalized experience. This role requires strong leadership, problem-solving skills, and in-depth knowledge of local attractions to anticipate and fulfill guest needs efficiently. The Concierge staff act as the primary contact between the guest and the hotel for any and all matters that the guest wishes. This position reports to the Front Office Manager. 

Job Posting Deadline
Applications for this position will be accepted until February 28, 2025.

Essential Job Functions/Key Job Responsibilities 
•    Trains new Concierge employees, including teaching processes and SOPs, giving direction, and acting as a support for questions
•    Takes the lead on special projects, including proactively reaching out to guests for busy time periods and managing high demand bookings 
•    Contacts local restaurants and businesses on a regular basis to keep up to date with hours of operation, menus, and special offerings and communicate updates effectively to the team
•    Writes and updates email templates for Concierge correspondence with guests
•    Oversees the process and organization of lift tickets for guests, including ordering, printing and delivery
•    Reviews pre-arrival letters and itineraries for any errors or unconfirmed reservations
•    Listen attentively and fulfills activity, dining and entertainment requests for guests.  In conversing with guests, anticipate needs and offer additional assistance where possible. Use discretion as appropriate
•    Assist with guest issues and experiences, providing a solution, proper follow up and positive guest recovery
•    Assist with managing gratuities and commissions
•    Assist in desk operations, supply ordering and cleanliness providing a professional presentation
•    Proficient in all hotel programs, including HMS, Alice and Salto
•    Other duties as assigned

Qualifications

Education & Experience Requirements
•    College degree preferred 
•    One year of concierge & guest experience required
•    Colorado Notary preferred

Knowledge, Skills & Abilities 
•    Intimate knowledge of local mountain, town activities and events in the area
•    Knowledge of customer preferences and how to meet or exceed them 
•    Familiarity with hotel fire and safety procedures 
•    Familiar with hotel services, hours of operation
•    Knowledge of daily functions, locations and times to assist guests with inquiries
•    Excellent verbal and written communication skills to interact professionally with guests, vendors and other staff members
•    Strong problem-solving and critical-thinking skills to address guest inquiries and resolve concerns promptly
•    Active listening and interpersonal skills to personalize the guest experience
•    Ability to act professional in a fast-paced environment
•    Strong attention to detail
•    Ability to work effectively in team settings, contributing positively to group dynamics 
•    Ability to build and maintain relationships with local businesses
•    Ability to complete tasks and projects