Call Center Agent

Call Center Agent

Hotel Jerome has been the social hub of Aspen since its opening in 1889 at the height of the town's silver boom, known as the place where all great stories were born and are told. As the only Aspen hotel to survive the silver crash, the long pre-ski-resort winters, and the Depression, we've seen cowboys ride through our doors, 10th Mountain Division soldiers gather round over pints after training on the slopes, and Hunter S. Thompson holding court during his run for sheriff. You can't experience Aspen, without experiencing Jerome.

The targeted compensation wage for this full time year round, non-exempt position is $23/hr.

Job Description

Our on property Call Center Agent (PBX Operator) is responsible for being the central hub of communication by answering incoming calls and routing them to the appropriate department.

Job duties include:

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests' requests, and follow 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 (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary 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.

Qualifications

• 1 year experience in same or 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.

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.

Apply and explore more career opportunities through the Auberge Collection career page. 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.