Guest Services Manager

Auberge Collection•Aspen, CO

16d•$70,000 - $80,000•Onsite

About The Position

The Hotel Jerome has been the social hub of Aspen since its opening in 1889. This full-time, year-round, exempt position is responsible for overseeing guest services and front office operations. The role involves acting as a liaison between departments, coordinating daily arrivals and departures, managing transportation, and ensuring guest satisfaction. The position also includes staff management, budget adherence, and maintaining hotel standards.

Requirements

Ability to maintain hotel’s standards, policies and procedures
Ability to communicate in English with guests/Team Members to their understanding.
Ability to understand guest inquiries and provide responses.
Ability to use radio/pager and respond in a timely manner.
Ability to prioritize, organize and make good judgments.
Ability to maintain concentration and think clearly under all driving conditions.
Ability to ensure security of vehicles and hotel property.
Ability to maintain confidentiality of guest information and pertinent hotel data.
Ability to work cohesively with co-workers as part of a team.
Valid Colorado State Driver’s License, with no violations.
Prior customer service experience
Prior supervisory experience or three years of bell associate experience
Two years’ experience driving vehicles.
Ability to drive all vehicle types.

Nice To Haves

hotel front office experience preferred

Responsibilities

Liaison between Guest Services & all other Front Office departments.
Review and coordinate daily arrivals/departures, transportation, house count, special events, VIPs, features and services of the hotel.
Review all arrivals prior to check-in to be familiar with guest’s needs & potential issues.
Ensure that the Bell Captains are accurately organizing, coordinating, & charging daily guest transportation (including; private, courtesy, group drives, & ski shuttle).
Assist with interviewing, hiring and training of bell and valet attendants, shuttle drivers and ski concierges.
Ensure accuracy of payroll, writing department schedules, coaching & disciplining staff, ensuring & conducting accurate training, running weekly & monthly department meetings, tracking service charges in order to ensure associate payouts, ensuring proper maintenance of Jerome vehicles, and maintaining department budget constraints.
Ensure proper storing, delivering, and tracking of group/ individual amenity deliveries, organization of luggage room and shipping log.
Assist Front Office Manager with maintenance of Jerome vehicles, including scheduling oil repairs, tire rotations, changes, recording damage, investigating causes and preventing future incidents.
Assist Front Office Manager with updating and creating SOP’s, updating guest profiles and resolving guest issues.
Oversee Service Charge Commission & Gratuity Program. Make certain all service charges/gratuities are posted and tracked properly in order to ensure accurate payout.
Run Transaction Reports within Property Management System to track Monthly Service Charges including: valet, porterage, skier shuttle, and delivery fees utilizing excel template.
Review Hotel Jerome’s Market Metrix (Guest Satisfaction) Results Daily, identity service issues and create action to resolve issues.