Call Center Agent

About the role

The on-property Call Center Agent (PBX Operator) is a full-time, year-round, non-exempt position at Hotel Jerome, part of the Auberge Collection. Located in Aspen, this role has a targeted compensation wage of $23/hr.

Responsibilities

• Provide prompt, courteous, and efficient handling of all incoming calls, keeping track of guests' requests, and following up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

Requirements

• 1 year experience in a similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

Qualifications

• High school diploma or equivalent.
• Valid driver's license and reliable transportation.

Skills

• Excellent customer service skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and as part of a team.
• Basic computer skills, including Microsoft Office.

Benefits

• Paid time off, sick and safe time.
• Medical, Dental, and Vision healthcare plans.
• 401(k) plans with employer contribution.
• Health and Flexible Spending Account programs.
• Employee Assistance Program.
• Company stay discounts.

Pay

The targeted compensation wage for this position is $23/hr.

Schedule

This is a full-time, year-round, non-exempt position.

Apply

To apply and explore more career opportunities through the Auberge Collection career page, visit aubergecollection.careers. The application deadline for this role is July 1st, 2026. However, this position is often required year-round, and it's probable that it will be reposted in the future.

About Auberge Collection

Auberge Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. Each property shares a crafted approach to luxury and brings the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind properties, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations.

About Friedkin

Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports. Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo. The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL, and Westside Lexus.

Equal Opportunity Employer

Auberge Resorts Aspen Inc is an Equal Opportunity Employer, M/F/D/V. We provide equal employment opportunities 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, Auberge Resorts Aspen Inc complies with applicable state and local laws governing non-discrimination 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.