Aspen is one of the world’s premiere destinations for inspiration and transformation at the intersection of recreation, nature, and culture. Aspen Skiing Company was founded 75 years ago following World War Two in a moment of vision and renewal.
With a purpose deeply rooted in expanding possibilities, we are company driven by its values and our people.

We operate four mountain resorts (Aspen, Aspen Highlands, Snowmass and Buttermilk) with summer and winter experiences; the Five Star, Five Diamond Little Nell Hotel in Aspen; the contemporary Limelight Hotels in Aspen, Snowmass and Ketchum; world-class events including the World Cup series and X Games; and a multi-store retail portfolio.

The ASPENX Client Service Manager will be responsible for being on site supporting experiences in conjunction with the ASPENX Director and/or Experiences Manager. The ASPENX Client Service Manager is responsible for booking ASPENX rental and experience products, selling and managing ASPENX experiences (internal and 3rd party), and calling hotel guests at The Little Nell, Residences at The Little Nell and Limelight hotels prior to arrival to pre-sell rental equipment and experiences.  

Essential Job Functions

•    Interact with clients and build relationships with them while anticipating and exceeding their needs
•    Mastermind creative ways to deliver an exceptional client experience
•    Intimate knowledge of local mountains and daily ski conditions
•    Sell products for ASPENX and Aspen Skiing Company, including lift tickets, lessons, equipment rentals, and experiences by phone.  Provide timely follow-up with guests as necessary and convert leads in to sales with confidence
•    Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices
•    Close sales and determine customers’ needs to create more sales leads to facilitate future sales
•    Drive conversations using professional sales techniques learned through the Navis training process to best serve guests
•    Develop and oversee the implementation of client service protocols
•    Resolve complex client problems or disputes in a professional manner
•    Provide tailored offerings based on guests needs and set follow up appointments 
•    Actively pursue ongoing training opportunities to remain current on all ASPENX and ASC products and services, programs, policies and departmental/mountain events   Maintain and catalog all information received through training, e-mail, and meetings for easy reference
•    Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s)
•    Develop relationships with key ASC personnel to facilitate effective communication with the entire Product Sales & Services department, Hospitality Operations, Ski and Snowboard Schools, Rental/Retail, Administration, Guest Services, Online Services, and Mountain Operations
•    Respond to guest email and correspond with guests via live chat functionality
•    Share guest feedback with management regarding products and procedures to enhance the guest experience and immediately address opportunities
•    Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook
•    Comply with all policies and procedures for the MSCC, The Little Nell, and Aspen Skiing Company
•    Complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand

•    High School diploma or equivalent required
•    Previous experience using computers required
•    Fluent in English required
•    Previous experience working in role responsible for delivering a high level of guest service required
Preferred 
•    College degree preferred
•    Previous experience using Microsoft Office Suite preferred
•    Navis certification preferred
•    Knowledge of Spanish or Portuguese preferred
•    Knowledge of other languages is helpful

Supervision Given and Received
Supervision given: Exercises general supervision over Phone Specialists.  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. 
Supervision received: Works under general supervision of Director of Client Experience. Receives continuing or individual assignments according to supervisor’s directions and may perform routine tasks. Expectations of the quality, quantity and deadlines are clearly set. Instructions, advice and assistance available as needed. Work is reviewed on demand or during scheduled check-ins.

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 occasionally 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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     

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