Front Office Manager - The Little Nell

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
To direct the activities of the Front Desk & Guest Experience staff with emphasis on adherence to established procedures and standards while ensuring the highest quality service experience to guests and patrons.

Essential Job Functions

• Work with Reservations regarding room availability, room types, etc. to maximize revenues and occupancies
• Report for work in a neatly groomed and acceptable manner. Be responsible for the grooming of on-shift employees as outlined in the employee handbook and further developed in the departmental rules
• Ensure the proper handling of guest messages, mail, packages, faxes, flowers, etc.
• Ensure payroll administration is accurate and timely
• Evaluate staff per given time frames
• Work with overnight staff to ensure follow-up on any problems, guest requests, etc.
• Ensure the smooth functioning of the registration and cashiering areas of the Reception Desk
• Escort VIP guests to their units or guest rooms
• Is aware at all times of the scheduled activities in the city; i.e. theater, the arts, special exhibits, concerts, shows, sports and leisure activities; establishes close contacts with appropriate people in all of these areas. Is familiar with city restaurants and establishes close relationships with them so as to provide maximum service to owners/guests.
• Prepare group files and forward accounting within two days of checkout
• Ensure that all staff in the reception/guest experience departments at all times conduct themselves in a friendly, courteous, and professional manner in meeting owner/guest needs and expectations
• Oversees guest shipping
• Work with security on guest related matters
• Train and supervise the front desk/guest experience services and overnight staff in the performance of their duties
• Handle guest complaints and keep management informed as necessary
• Work to resolve all credit problems daily with accounting
• Train new staff and cross train in the slow seasons
• Meetings: Weekly Arrivals meetings, Department Head meetings as scheduled
• Work with Group Coordinator on group arrivals, room blocks, and departures
• Review daily arrivals, special requests, room assignments, etc.
• Keep all personnel up to date on policies and procedures relative to their areas

The budgeted salary range for this position is $75,000-$80,000. Actual pay will be dependent on budget and experience, all our salaried roles are eligible for bonus.

• 1-2 years hotel experience in leadership position
• College degree preferred

Supervision Given and Received
Given: Exercises general supervision over Front Office & Concierge 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
Ability to be on your feet, kneel and bend for extended periods of time
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 frequently up to 50 lbs. individually or with assistance

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