The city of Aspen at our front door, Aspen Mountain at our back door. And in between, a gathering place for the free-spirited. We're proud of our 5 Stars and 5 Diamonds -- hospitality is our passion. From our kitchens to our cellars, with their 20,000 bottles of wine, from the Concierges in our lobby to the Concierges on our mountains, and from family adventure to après ski, this hotel is, guests have said, "the Aspen of Aspen."

Summary
The Guest Experience Manager will provide elevated, personalized service to specialty suite and VIP guests, including finalizing itineraries, providing a VIP arrival and departure experience, and being the on-site contact for guest experience for selected guests. This position reports to the Front Office Manager.

Essential Job Functions
•    Provides high touch, personalized guest service to specialty suite and VIP guests
•    Maintains Forbes Five Star standards through all interactions
•    Provides an elevated arrival, including greeting guests at airport or Front Drive, offering a property tour, escorting guest to the room and providing a room orientation
•    Inspects room prior to arrival
•    Works with Concierge to arrange and finalize guest itineraries
•    Arranges personalized, exclusive activities for guests
•    Arranges in room amenities 
•    Reaches out proactively to guests at the time of reservation and prior to arrival
•    Utilize the following programs: HMS, ALICE and Salto
•    Follows up with guests in a timely manner
•    Attends the following meetings when on duty: Department Head, Reservations Arrivals Meeting, Operational Arrivals Meeting
•    Meets with Housekeeping, Engineering, Front Desk, Transportation and Concierge to communicate any specific guest needs
•    Is also familiar with basic operating tasks in the following departments:
• Health Center
• E-47 Bar/Living Room/Wine Bar
• Ski Concierge/ Adventure Center
• Forbes Five Star Standards, Five Diamond Standards
• Future Room Blocking
• Ski Ticket Ordering
• Folio Preparation and Billing
• Bed Request Issues

Additional Job Duties
• Makes the General Manager and Front Office Manager aware of guest comments and complaints (that require further information than can be given through Guest Alerts)
• Reports to work in a neatly groomed and acceptable manner as outlined in the employee handbook
• Reports for shift on time
• Able to create electronic hotel keys
• Able to perform CPR
• Complies with all policies and procedures for the Front Office Department, The Little Nell and the Aspen Skiing Company
• Assists in emergency and security procedures as directed by management
• Completes tasks and projects delegated by their manager and assists other departments as business volumes and staff levels demand

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

•    Excellent written and spoken English
•    College degree preferred
•    1-year hotel experience
•    Computer experience preferred
•    Excellent customer service skills (both internal and external)
•    Ability to foster teamwork and collaboration among various departments  
•    Ability to maintain composure in stressful situations 
•    Proven ability to make sound decisions

Supervision Given and Received
Supervision Given: This position has no supervisor responsibilities.
Supervision Received: Works under direct supervision of Front Office Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.

Work and Physical Demands
•    Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements 
•    No adverse or hazardous conditions
•    Not required, but preferred to be able to occasionally lift, push or pull 25 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