Guest Experience Manager

Hotel Jerome•Aspen, CO

3d•Onsite

About The Position

Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. The key responsibilities for this position include overseeing the day-to-day operation and coordination of the Guest Experience, working closely with Concierge, Front Desk, Call Center and Guest Services, and being able to offer support to all other departments as needed. Areas of responsibility include coordinating and working with operational departments within the rooms division, focusing on the experiences of our guests. This role is responsible for all Guest Experience functions and proper execution, including updating guest profiles, updating and completing guest itineraries, assigning amenities, preparing personalized welcome letters and envelopes, cross-referencing guest comments, profile notes, traces, and verifying room assignments and Notable Guest standards. The role enhances the pre-arrival guest interaction by following up with guests via email or phone to complete the pre-arrival process, double-checking important guest profile details such as ETA & ETD, room preference, location and view, preferences on amenities, snacks and beverages, water, requests for extra toiletries or room amenities, and housekeeping service times. The position involves inspecting all Notable Guest rooms and itineraries to ensure the set-up aligns with guest preferences or requests, learning guest behavior, and recording notes in the guest profile. The Guest Experience Manager is responsible for proactively enhancing the entire guest experience from post-arrival to pre-departure and when required. They act as an ambassador of the hotel by providing guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed. This role also works as an active member of the leadership team, creating professional relationships and active involvement with all hotel operations, including daily and weekly activities.

Requirements

Management & Leadership Skills - 2 years minimum experience in Front Office/Guest Services
Detail Oriented & Great Multitasking Skills
Self Motivated & Curious/Eager to Learn
Knowledgeable on Upselling/Sales/Offering in house experiences

Responsibilities

Oversees the day-to-day operation and coordination of the Guest Experience, working closely with Concierge, Front Desk, Call Center and Guest Services, and is able to offer support to all other departments as needed.
Coordinates and works with operational departments within the rooms division, focusing on the experiences of our guests.
Responsible for all Guest Experience functions and proper execution: Update guest profiles, update & complete guest itineraries, assign amenities, prepare personalized welcome letters and envelopes, cross reference guest comments, profile notes, traces & verify room assignments & Notable Guest standards.
Enhance the pre-arrival guest interaction by following up with guests via email or phone to complete the pre-arrival process.
Double-check the most important details for the guest profile: ETA & ETD, room preference location and view, preference on amenities, snacks and beverages, water etc.,requests for extra toiletries or room amenities, time for housekeeping services.
Inspect all Notable Guest rooms and itineraries and ensure the set-up is in accordance to the guest preference or requests, learn guest behavior and record the notes in the guest profile.
Responsible for proactively enhancing the whole guest experience from post arrival to pre departure and when required.
Act as an ambassador of the hotel by providing Guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed.
Works as an active member of the leadership team.
Creating professional relationships and active involvement with all hotel operations, including but not limited to; daily, and weekly.