Manager on Duty

Hotel Jerome•Aspen, CO

1d•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 targeted compensation wage for this full time year round, non-exempt position is $25-27/hr. This role involves managing day-to-day operations, ensuring quality and operational outlines meet and exceed guest expectations. It also includes assisting with the overall organization and operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, and Night Audit. The position requires overseeing work schedules based on forecasted hotel occupancy, events, and holidays, and collaborating with department managers for necessary modifications. Additionally, the role involves assisting in the preparation and conducting of Front Office sub-department meetings, ensuring all guest complaints or problems are handled immediately to ensure guest satisfaction, and overseeing the documentation of service issues using the Guest Incident Report template. A key responsibility is reviewing Hotel Jerome’s Unifocus Results Daily to identify service issues, resolution success, and guest feedback, and acting accordingly with the Rewards program or disciplinary action. This includes investigating unresolved issues, contacting guests to resolve problems, and documenting and following up on any guest or associate incidents involving injuries, property damage, or theft. The role also requires documenting employee issues, implementing disciplinary action when needed, adhering to established labor standards, minimizing overtime, and updating standardized operating procedures, job descriptions, and training programs. Communicating pertinent guest information to designated departments and personnel is also essential.

Requirements

2+ years hotel reception experience in a 4 or 5-star hotel preferred
Experience in Alice and Opera, or related systems
Bachelor’s Degree in Hospitality Management Preferred
Extensive knowledge of Google Applications including G-mail, Calendar, Tasks, etc.
Must have the ability to move/maneuver in an office standing environment

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. Review 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.