Guest Services Manager

Auberge Collection; Mountain Village (CO); On-site; USD 70,000 - 75,000; Full time

Job summary

Auberge Collection is seeking a front office leader at Madeline Hotel & Residences in Mountain Village, Colorado. This pivotal role involves mentoring and leading the front office team to ensure an exceptional guest experience. Candidates should have a minimum of one year of supervisory experience in a luxury hotel, with a passion for delivering exceptional service and effective communication skills.

Additional responsibilities include aligning with leadership to optimize operations, personalizing guest communications, and fostering a high level of satisfaction for both guests and team members.

Qualifications

• Minimum of one-year prior experience as a front office leader/supervisor for a luxury hotel.
• Demonstrated ability to communicate effectively and to provide directions clearly.
• Passion for exceptional service and working with guests in a luxury environment.
• Aptitude for working with multiple computer systems.

Responsibilities

• Oversee, mentor and lead front office team members through the guest journey.
• Align with leadership to maximize hotel operations.
• Utilize tools for personalized communications and training.
• Foster consistency and high guest satisfaction.
• Improve guest and team member satisfaction.

Skills

Effective communication

Guest service delivery

Hotel operations understanding

Job description

Perched in the heart of Telluride’s Mountain Village, Madeline Hotel & Residences, Auberge Collection is a luxurious alpine retreat that blends the spirit of the Rockies with Auberge’s signature warmth and sophistication. Surrounded by the majestic San Juan Mountains, the resort features 83 guest rooms, suites, and 71 private residences, each offering elevated design and sweeping mountain views.

Madeline pairs unrivaled ski-in/ski-out access with curated amenities, including Crest Club, the newly debuted private ski club, a dedicated Ski Valet, the Alpine Swim Club with heated pool and outdoor lounges, a full-service spa, fitness center, and an open-air ice rink. Distinctive dining experiences include the mountain-inspired Black Iron Kitchen + Bar and the elevated aprés destination, Timber Room. Following a dramatic property-wide redesign in 2021, Madeline invites guests to experience modern mountain luxury in one of America’s most iconic alpine destinations.

This is a salaried exempt position ranging from $70,000-$75,000 annually.

Job Description

This key role is instrumental in setting the tone for our guests and our team members to ensure the delivery of an exceptional guest experience.

• Will oversee, mentor and lead front office team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.
• Align with the Director of Rooms and other guest services leaders to maximize hotel operations.
• Utilize tools to execute timely, thoughtful, and personalized communications and teach and train team members to do the same.
• Foster an environment that ensures consistency and a high level of guest satisfaction.
• Strive to improve guest and team member satisfaction and maximize the financial performance of the department.

Qualifications

• Minimum of one-year prior experience as a front office leader/supervisor for a luxury hotel.
• Demonstrated ability to communicate effectively and to provide directions and guidance in a clear, concise, and professional manner.
• Passion for the delivery of exceptional service and a genuine interest in working with guests in a luxury environment.
• Aptitude for working with multiple computer systems and an understanding of hotel operations and practices.