Manager on Duty

Located in the heart of Aspen, Hotel Jerome, Auberge Collection, is a 135-year-old historic landmark listed in the National Register of Historic Places. The hotel offers luxurious, contemporary accommodations and modern amenities that celebrate its iconic mountain spirit, including two residential penthouses, the legendary J-Bar, Michelin Guide-recommended Prospect, the Living Room bar and lounge, Bad Harriet speakeasy, Yarrow spa, state-of-the-art fitness facilities, a ski concierge, and a heated outdoor pool and hot tub overlooking Aspen Mountain.

About the role

Within the Auberge family, team members are responsible for maintaining the business, guest experience, and team collaboration. This full-time, year-round, non-exempt position oversees day-to-day operations to meet and exceed guest expectations while supporting the Guest Services, Concierge, Front Desk, Call Center, and Night Audit departments.

Responsibilities

• Maintain guest experience goals by ensuring quality operational standards daily.
• Assist with the overall organization and operation of the Guest Services, Concierge, Front Desk, Call Center, and Night Audit departments.
• Oversee the writing of work schedules based on forecasted hotel occupancy, events, and holidays, collaborating with department managers to modify as needed.
• Assist in preparing and conducting Front Office sub-department meetings.
• Ensure all guest complaints or problems are handled immediately to guarantee satisfaction, documenting service issues using the Guest Incident Report template.
• Review Hotel Jerome’s Unifocus results daily to identify service issues, guest feedback, and agent mentions, addressing them through rewards or disciplinary action as appropriate.
• Investigate unresolved issues by gathering facts, working with department managers, and contacting guests to resolve concerns to their satisfaction.
• Document and follow up on guest or associate incidents involving injuries, property damage, or theft using the Incident Report template.
• Address employee issues as they occur and implement disciplinary action when necessary.
• Adhere to labor standards and minimize overtime.
• Update and develop standardized operating procedures, job descriptions, and training programs as needed.
• Communicate pertinent guest information to designated departments and personnel.

Requirements

• 2+ years of hotel reception experience in a 4 or 5-star hotel preferred.
• Experience with Alice and Opera or related systems.
• Bachelor’s Degree in Hospitality Management preferred.
• Extensive knowledge of Google Applications, including Gmail, Calendar, and Tasks.
• Ability to work in a standing office environment.

Benefits

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

Benefits may be subject to eligibility, waiting periods, contributions, and other conditions.

Pay

The targeted compensation for this full-time, year-round, non-exempt position is $25–$27 per hour.