Duty Manager, Guest Experience Leader

Hotel Jerome, Auberge Collection; Aspen (CO); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Paid time off

Medical, Dental and Vision plans

401(k) with employer contribution

Employee stay discounts

Job summary

Hotel Jerome, Auberge Collection in Aspen, Colorado, seeks an experienced Front Office professional to manage guest services and front desk operations at a premier luxury property. You will lead day-to-day hotel operations, ensuring exceptional guest experiences and coordinating with Concierge, Call Center, and Night Audit teams.

The role requires 2+ years in a 4–5 star hotel, familiarity with Opera, and strong Google Apps skills.

Qualifications

• 2+ years hotel reception experience in a 4 or 5-star hotel preferred.
• Experience in Alice and Opera, or related systems.
• Extensive knowledge of Google Applications including Gmail, Calendar, Tasks, etc.

Responsibilities

• Maintain Guest Experience Goals.
• Manage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basis.
• Assist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, Night Audit.
• Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc.
• Ensure to work with department managers to modify as deemed necessary.
• Assist in the preparation and conducting of all Front Office sub- department Department Meetings.
• Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction.
• Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template for communication purposes.
• Review Hotel Jerome’s Unifocus Results Daily.
• Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name.
• Handle results accordingly with the Rewards program or disciplinary action.
• Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction.
• Document and follow up with any guest or associate Incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes.
• Document any employee issues as they occur and implement disciplinary action whenever needed.
• Adhere to established labor standards and minimize overtime as much as possible.
• Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary.
• Communicate pertinent guest information to designated departments and personnel.

Skills

Hotel reception experience

Education

Bachelor’s Degree in Hospitality Management

Tools

Alice

Opera

Job description

Hotel Jerome, Auberge Collection in Aspen, Colorado, seeks an experienced Front Office professional to manage guest services and front desk operations at a premier luxury property. You will lead day-to-day hotel operations, ensuring exceptional guest experiences and coordinating with Concierge, Call Center, and Night Audit teams.

The role requires 2+ years in a 4–5 star hotel, familiarity with Opera, and strong Google Apps skills.