Manager on Duty

Company Description Located in the heart of Aspen, Hotel Jerome, Auberge Collection, is one of the great hotels of the American West. The 135-year-old historic landmark, listed in the National Register of Historic Places, offers luxurious, contemporary accommodations and modern amenities that pay homage to the property’s iconic mountain spirit. The hotel’s two luxurious Residential Penthouses offer everything from private elevator entrances to spectacular mountain views. Sophisticated amenities include the legendary J-Bar, lauded as an Aspen institution; Michelin Guide-recommended Prospect; the après-ski favorite, the Living Room bar and lounge; the sultry underground speakeasy, Bad Harriet; the award-winning Yarrow spa; state-of-the-art fitness facilities; a ski concierge; and a heated outdoor pool and hot tub overlooking Aspen Mountain. For more information: auberge.com/hotel-jerome Follow Hotel Jerome on Facebook and Instagram @HotelJeromeAuberge The targeted compensation wage for this full time year round, non-exempt position is $25-27/hr. Job Description Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are: Maintain Guest Experience Goals Manage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basis Assist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, Call Center, Night Audit. Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc. Ensure to work with department managers to modify as deemed necessary Assist in the preparation and conducting of all Front Office sub- department Department Meetings Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction. Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template for communication purposes. Review Hotel Jerome’s Unifocus Results Daily Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents are mentioned by name. Handle results accordingly with the Rewards program or disciplinary action. Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction. Document and follow up with any guest or associate Incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes. Document any employee issues as they occur and implement disciplinary action whenever needed. Adhere to established labor standards and minimize overtime as much as possible. Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary. Communicate pertinent guest information to designated departments and personnel. Qualifications 2+ years hotel reception experience in a 4 or 5-star hotel preferred Experience in Alice and Opera, or related systems Bachelor’s Degree in Hospitality Management Preferred Extensive knowledge of Google Applications including G-mail, Calendar, Tasks, etc. Must have the ability to move/maneuver in an office standing environment Benefits Package The comprehensive benefit package for this position includes 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 and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Additional Information About Auberge Collection Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring 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 hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. For more information: auberge.com Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge 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. For more information, please visit Auberge Resorts Aspen Inc is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts Aspen Inc provides equal employment opportunities (EEO) 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. #J-18808-Ljbffr