Assistant Guest Services Manager - The Little Nell

Company Description

The Little Nell, Aspen's only Five-Star, Five-Diamond, ski-in/ski-out hotel offers luxury services and unparalleled access to America's most famous mountain town. Guests of The Little Nell enjoy a cosmopolitan yet intimate ambience, haute cuisine, and exclusive adventures and amenities designed to rejuvenate the mind, body and spirit. The Nell is frequently recognized for its award-winning wine and culinary programs and dedicated service, and has been acknowledged with numerous awards including being named a Forbes Five-Star hotel since 1995. Learn more at www.TheLittleNell.com

Summary

The Assistant Guest Services Manager oversees operations of the Front Drive, including the Bell and Valet Teams. Act as interface between owners, guests and property. Responsible for welcoming all guests, parking vehicles and transportation services.

Essential Job Functions

• Hire and train employees
• Monitor control of parking garage
• Handle guest complaints/problems ensuring a timely result to the satisfaction of all parties
• Assist in emergency and security procedures
• Review guest arrivals and departures and identify specific requirements as needed
• Ensure timely skier shuttles
• Ensure parking charges are correctly posted
• Maintain high safety standards for the garage environment and hotel vehicles
• Ensure timely and accurate payroll administration
• Ensure that all guests’ needs are identified and resolved as required
• Departmental scheduling to meet business needs
• Staff evaluations, development, and motivation
• Provide group and individual reviews and discipline
• Organize transportation to local attractions/restaurants in a timely and welcoming fashion
• Ensure that guest assistance from airport/drive through to hotel rooms is of quality service levels
• Work with other departments to communicate and to ensure a five star/five diamond class experience for the owners and guests
• Ability to handle a number of intense issues at the same time
• Perform Manager on Duty as required
• Manager and maintain working environment and administration for staff

The budgeted salary range for this position is $65,000-$70,000. Actual pay will be dependent on budget and experience, all our salaried roles are eligible for bonus.

Qualifications

• Valid driver’s license
• Ability to manage and motivate staff
• Strong people skills with management experience could be substituted for higher education
• 2 years experience in guest services at a 4/5 star hotel
• Degree in hotel management or general field of study preferred

Additional Information

Supervision Given and Received

Given: Exercises general supervision over Guest Services Staff. Assigns a variety of routine tasks, sets general expectations of results expected within company’s policies and procedures. Responsibilities include but are not limited to, interviewing, hiring, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Received: Works under limited supervision of the Rooms Division Manager. Receives guidance in terms of broad goals and overall objectives and is responsible for establishing strategical methods to attain them. Can formulate policies but does not necessarily have final authority for approval. Review of work is not detailed and emphasizes accomplishment of broad work objectives, rather than specific assignments.

Work Environment and Physical Demands

• Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
• Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance
• Ability to be on your feet, kneel and bend for extended periods of time

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700.

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen Skiing Company / ASPENX / The Little Nell / Limelight Hotel is an equal opportunity employer.

For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits

As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace. Read more about our policies as it relates to employee safety here