Guest Services Manager

Please note that this is not an exhaustive list of everything that needs to be done!  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:

• Liaison between Guest Services & all other Front Office departments.

• Review and coordinate daily arrivals/departures transportation house count special events VIPs features and services of the hotel. Review all arrivals prior to check-in to be familiar with guests needs & potential issues.

• Responsible for ensuring that the Bell Captains are accurately organizing coordinating & charging daily guest transportation (including; private courtesy group drives & ski shuttle).

• Assist with interviewing hiring and training of bell and valet attendants shuttle drivers and ski concierges.

• Ensure accuracy of payroll writing department schedules coaching & disciplining staff ensuring & conducting accurate training running weekly & monthly department meetings tracking service charges in order to ensure associate payouts ensuring proper maintenance of Jerome vehicles and maintaining department budget constraints. 

• Responsible for ensuring proper storing delivering and tracking of group/ individual amenity deliveries organization of luggage room and shipping log.

• Assist Front Office Manager with maintenance of Jerome vehicles including scheduling oil repairs tire rotations changes recording damage investigating causes and preventing future incidents.

• Assist Front Office Manager with updating and creating SOPs updating guest profiles and resolving guest issues.

• Oversee Service Charge Commission & Gratuity Program. Make certain all service charges/gratuities are posted and tracked properly in order to ensure accurate payout. Run Transaction Reports within Property Management System to track Monthly Service Charges including: valet porterage skier shuttle and delivery fees utilizing excel template. 

• Review Hotel Jeromes Market Metrix (Guest Satisfaction) Results Daily identity service issues and create action to resolve issues.

Qualifications :

• Ability to maintain hotels standards policies and procedures

• Ability to communicate in English with guests/Team Members to their understanding.

• Ability to understand guest inquiries and provide responses.

• Ability to use radio/pager and respond in a timely manner.

• Ability to prioritize organize and make good judgments.

• Ability to maintain concentration and think clearly under all driving conditions.

• Ability to ensure security of vehicles and hotel property.

• Ability to maintain confidentiality of guest information and pertinent hotel data.

• Ability to work cohesively with co-workers as part of a team.

• Valid Colorado State Drivers License with no violations. 

• Prior customer service experience hotel front office experience preferred 

• Prior supervisory experience or three years of bell associate experience

• Two years experience driving vehicles.

• Ability to drive all vehicle types.

Additional Information :

Auberge Resorts 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 and spas and gracious yet unobtrusive service. With hotels and resorts across three continents Auberge invites guests to create unforgettable stories in some of the worlds most desirable destinations. Please visit to learn more about our Collection. Follow us on Instagram TikTok Linkedin Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

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.

Remote Work :

No

Employment Type :

Full-time