Guest Experience Manager - Fall

Title: Guest Experience Manager

Reports to: Director of Rooms

Location: Aspen, CO

Role Summary:
Join our team as a Guest Experience Manager for Hotel Jerome, serving the needs of the business, our guests, and our colleagues by Ensuring the experience of guests meets hotel standards by partnering with the front office manager, chef concierge, director of housekeeping and F&B Team. Leads a team effort to provide heartfelt service in line with the vision of Hotel Jerome.

Pay Range:

This is a Full Time Year Round, Exempt position. The pay range is $60,000-$75,000 annually.

Core Responsibilities:
Please note that this is not an exhaustive list of everything that needs to be done! Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the core responsibilities for this position are:

• 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.
• Conduct Notable Guest sites on property
• Record the issue in the guest profile note
• Update guest profiles
• Meet & greet the guests, learn preferences and guest likings, enter in Opera PMS
• Supports all property operations, ensuring that the highest levels of hospitality and service are provided
• Consistently interacts with all guests and visitors, managing all inquiries and concerns and directs guests within the lobby and other guest areas.
• Conduct post arrival guest check in, interact with guests and check on well being of guests
• Requests for extra toiletries or room amenities
• Assign amenities
• Creates a healthy operating environment that assures consistent guest satisfaction by completing audits of Reservations, Check-In’s, Check-Outs, Concierge calls, guest interactions in accordance with the Auberge Collection standards
• Conduct a Quality Meeting and report Unifocus metrics, address areas of opportunity and create a strategic plan to review for a month
• Responsible for all Guest Experience functions and proper execution:
• Room preference location and view
• The tracking of all service issues
• Act as an ambassador of the hotel by providing Guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed.
• Preference on amenities, snacks and beverages, water etc.
• Coaches team members to ensure the proper handling of guest complaints from start to finish.
• Manage all responses in Unifocus:
• Assign Notable Guest codes (if needed)
• Analyze each survey and address the opportunity to the department involved
• Supports and leads the tracking and resolution of service issues
• Oversees the day-to-day operation and coordination of the Guest Experience, working closely with Concierge, Front Desk, PBX and Guest Services , and is 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.
• Verify room assignments & Notable Guest standards
• Represents hotel management in resolving any guest or hotel related situation and handles
• Requests for extra toiletries or room amenities
• 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:
• Serves as the hotel Manager on Duty and supports and helps lead all hotel operations, ensuring that the highest levels of hospitality and service are provided
• Partner with IRD and refresh guest in room amenities in accordance to SOPs and guest likes
• Prepare Notable Guest memos (if needed) and inform other departments accordingly
• Ensuring good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
• Cross reference guest comments, profile notes, traces
• Inspect all Notable Guest rooms 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
• Respond to all guest surveys
• Time for Housekeeping services
• Prepare personalized welcome letters and envelopes
• Is responsible for proactively enhancing the whole guest experience from post arrival to pre departure and when required
• Hold Notable Guest meetings and Rallies as well as distribute guest information accordingly
• ETA & ETD

Required Qualifications:

• Experience completing administrative tasks, including reporting, budgeting, project management, etc.
• Two years as a Front Line Manager experience, in the Rooms Division, for a luxury, comparable, hotel.
• Ability to work a flexible schedule, including weekends, holidays and evenings and overnights according to business needs.

Our Company & Our Property:
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.

Hotel Jerome has been the social hub of Aspen since its opening in 1889 at the height of the town’s silver boom, known as the place where all great stories were born and are told. As the only Aspen hotel to survive the silver crash, the long pre-ski-resort winters, and the Depression, we’ve seen cowboys ride through our doors, 10th Mountain Division soldiers gather round over pints after training on the slopes, and Hunter S. Thompson holding court during his run for sheriff. You can’t experience Aspen, without experiencing Jerome.

What Else?:
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures, and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Hotel Jerome is an Equal Opportunity Employer, M/F/D/V. Hotel Jerome provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Hotel Jerome complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.