Lead Concierge - Residences at The Little Nell

Position Summary
The Lead Concierge oversees daily front desk operations providing exceptional guest services while managing a team to ensure a seamless and personalized experience. This role requires strong leadership problemsolving skills and indepth knowledge of local attractions to anticipate and fulfill guest needs efficiently. The Concierge staff act as the primary contact between the guest and the hotel for any and all matters that the guest wishes. This position reports to the Front Office Manager. 

Job Posting Deadline
Applications for this position will be accepted until April 15 2025.

Essential Job Functions/Key Job Responsibilities 
    Trains new Concierge employees including teaching processes and SOPs giving direction and acting as a support for questions
    Takes the lead on special projects including proactively reaching out to guests for busy time periods and managing high demand bookings 
    Contacts local restaurants and businesses on a regular basis to keep up to date with hours of operation menus and special offerings and communicate updates effectively to the team
    Writes and updates email templates for Concierge correspondence with guests
    Oversees the process and organization of lift tickets for guests including ordering printing and delivery
    Reviews prearrival letters and itineraries for any errors or unconfirmed reservations
    Listen attentively and fulfills activity dining and entertainment requests for guests.  In conversing with guests anticipate needs and offer additional assistance where possible. Use discretion as appropriate
    Assist with guest issues and experiences providing a solution proper follow up and positive guest recovery
    Assist with managing gratuities and commissions
    Assist in desk operations supply ordering and cleanliness providing a professional presentation
    Proficient in all hotel programs including HMS Alice and Salto
    Other duties as assigned

Qualifications :

Education & Experience Requirements
    College degree preferred 
    One year of concierge & guest experience required
    Colorado Notary preferred

Knowledge Skills & Abilities 
    Intimate knowledge of local mountain town activities and events in the area
    Knowledge of customer preferences and how to meet or exceed them 
    Familiarity with hotel fire and safety procedures 
    Familiar with hotel services hours of operation
    Knowledge of daily functions locations and times to assist guests with inquiries
    Excellent verbal and written communication skills to interact professionally with guests vendors and other staff members
    Strong problemsolving and criticalthinking skills to address guest inquiries and resolve concerns promptly
    Active listening and interpersonal skills to personalize the guest experience
    Ability to act professional in a fastpaced environment
    Strong attention to detail
    Ability to work effectively in team settings contributing positively to group dynamics 
    Ability to build and maintain relationships with local businesses
    Ability to complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand

Additional Information :

Work Environment & Physical Demands
    Ability to stand walk or be on your feet for extended periods of time kneeling and bending may be required
    Regularly work indoors with no adverse conditions  
    Must be able to occasionally lift push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position but no more than 50

Job Benefits
This position is categorized as a regular fulltime position eligible for the following benefits:
Enrollment dates differ across the various programs.  
    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
 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen One Aspen Snowmass Aspen Ventures or Aspen Hospitality you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process please contact Human Resources at.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties responsibilities and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran). At Aspen One inclusion equity and diversity are fundamental to fulfilling our vision of building a better workplace and better world. From our hiring practices through the entire employee experience we embrace and celebrate the unique experiences perspectives and cultural backgrounds that each employee brings to the workplace. We encourage diverse points of view which allows us to develop innovative solutions to the everevolving world of work. Aspen One strives to foster an environment where our employees feel respected valued and empowered and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.

For an overview of Aspen One Companys benefits and other compensation visit www.aspensnowmass/employment/benefitsandperks

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