Guest Experience Manager on Duty - Luxury Aspen Hotel

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

Benefits offered by this job

Paid time off

Medical health plans

Dental health plans

Vision health plans

401(k) with employer contribution

Employee Assistance Program

Hotel stay discounts

Job summary

Hotel Jerome, part of Auberge Collection, seeks a courteous Front Office professional to manage guest experiences and daily operations in Aspen. The role covers front desk, concierge, call center, and night audit coordination, ensuring stellar service in a luxury environment.

You will oversee scheduling, resolve guest issues, and work with department managers to maintain high standards of hospitality and operational efficiency.

Qualifications

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

Responsibilities

• Maintain Guest Experience Goals.
• Manage day-to-day operations, ensuring quality and guest satisfaction.
• Assist with organization & operation of Guest Services, Concierge, Front Desk, Call Center, and Night Audit.
• Oversee staffing schedules based on forecasted occupancy and events.
• Prepare and conduct Front Office meetings.
• Handle guest complaints promptly and document service issues.
• Review Unifocus results daily and address feedback.
• Investigate unresolved issues and coordinate resolutions with managers.
• Document incidents involving guests or associates for security and communication.
• Document employee issues and apply disciplinary actions when needed.
• Adhere to labor standards and minimize overtime.
• Develop SOPs, job descriptions, and training programs.
• Communicate guest information to designated departments.

Skills

Guest services

Communication

Google Apps (Gmail, Calendar, Tasks)

Education

Bachelor’s Degree in Hospitality Management

Tools

Opera PMS

Alice PMS

Job description

Hotel Jerome, part of Auberge Collection, seeks a courteous Front Office professional to manage guest experiences and daily operations in Aspen. The role covers front desk, concierge, call center, and night audit coordination, ensuring stellar service in a luxury environment.

You will oversee scheduling, resolve guest issues, and work with department managers to maintain high standards of hospitality and operational efficiency.