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Guest Services Director

2 months ago

Aspen, Colorado, United States The Little Nell Full time
Job Summary

The Front Office Manager is responsible for ensuring the smooth operation of the Front Office and directing all activities of the Rooms Division in the absence of Upper management. This role requires a high level of customer service expertise and the ability to maintain five-star standards across all guest service areas.

Key Responsibilities
  • Monitor and coach staff to ensure five-star and five-diamond standards are maintained in all guest services positions.
  • Deal with all guest-related issues, emergency, and security situations in all areas of the hotel.
  • Ensure that all guest issues, actions, resolutions, and follow-ups are communicated to the hotel via our internal communication system.
  • Greet and escort return guests with over 5 stays and all suite guests on arrival.
  • Escorts all guests in the absence of Bell staff as requested.
  • Manage Front Desk Agents to ensure responsibilities are upheld.
  • Monitor Ski Package Bookings in the winter and order tickets accordingly.
  • Manage Champagne Inventory and prepare arrival champagne service daily.
  • Train new staff to five-star and five-diamond standards.
  • Perform tours of the hotel to monitor employee performance, notice deficiencies, and notify the appropriate Division head.
  • Attend Rooms Division, Department Head, and departmental meetings as required.
  • Meet with Group Coordinators to accommodate any needs.
  • Communicate closely with property-wide managers to ensure follow-up on any special problems or guest requests.
  • Manage room inventory on sold-out nights to maximize occupancy.
  • Assist the Engineering team as needed.
  • Act without prior authority in all matters concerning the safety, security, and well-being of hotel guests, patrons, and employees.
  • Make the General Manager and Hotel Manager aware of guest comments and complaints that require further information.
  • Create electronic hotel keys.
  • Perform CPR.
  • Comply with all policies and procedures for the Front Office Department.
  • Be familiar with hotel and fire safety procedures.
  • Assist in emergency and security procedures as directed by management.
Qualifications
  • Hospitality degree preferred.
  • Previous hotel experience required.
  • Supervisory experience preferred.
  • Front Office experience required.
  • Computer literate.
Work Environment and Physical Demands
  • Ability to stand, walk, or be on your feet for extended periods.
  • Regularly work indoors with no adverse conditions.
  • Occasionally lift, push, or pull up to 50 lbs. individually or with assistance.
Job Benefits
  • Health, Dental, and Vision Insurance Programs.
  • Flexible Spending Account Programs.
  • Life Insurance Programs.
  • Paid Time Off Programs.
  • Paid Leave Programs.
  • 401(k) Savings Plan.
  • Employee Ski Pass and Dependent Ski Passes.
  • Other company perks.