Manager on Duty - Front Desk - The Little Nell

Owned and operated by Aspen Hospitality, The Little Nell is Aspen's only Five-Star, Five-Diamond, ski-in/ski-out hotel and offers luxury services and unparalleled access to America's most famous mountain town. A Relais & Châteaux resort, the Nell is frequently recognized for its award-winning wine and culinary programs and dedicated service. The property boasts a variety of amenities, including two restaurants, three bars, a wine cellar and a speakeasy. The Little Nell is also home to the new The Nell Spa. During ski season, Nell guests have access to a slopeside ski concierge and numerous winter adventures. In summer months, guests enjoy lush gardens along with off-road adventures, stargazing, fly fishing and mountaintop yoga; plus, a pool, hot tub, and a newly renovated spa and health club. The Little Nell has been acknowledged with numerous awards including being named a Forbes Five-Star hotel since 1995, a AAA Five-Diamond hotel since 1991, a Wine Spectator Grand Award winner since 1997, recognition as one of America’s 100 Best Wine Restaurants from Wine Enthusiast and frequently nominated for its Outstanding Wine Program by the James Beard Foundation. The Nell will debut its first hotel outside of Aspen at Rockefeller Center in New York City in 2026. For more information, visit www.thelittlenell.com or follow @thelittlenell on Instagram, Twitter and Facebook. 

Summary
The Manager on Duty will ensure smooth operation of the Front Office and direct all activities of the Rooms Division in the absence of upper management. Ensures five-star standards are maintained across the guest service areas. 

Job Posting Deadline 
Applications for this position will be accepted until December 1, 2024.

Essential Job Functions
•   Monitors and Coaches five star and five diamond standards in all guest services positions in the Rooms Division (Front Desk, Concierge, PBX, Front Drive, Security and Bell) ensuring the very best customer service for every guest every time
•  Deals with all guest related issues as well as emergency and security situations in all areas of the hotel
•  Ensures that, via ALICE, all guest issues/actions/resolution/follow-up are communicated to the Hotel as a whole
•  Greet and Escort return guests with over 5 stays and all suite guests on arrival
•   Escorts all guests in absence of Bell staff as requested
•   Is present and active at the Front Desk and manages Front Desk Agents to ensure responsibilities are upheld
•   Monitors Ski Package Bookings in the winter and orders tickets accordingly
•   Manages Champagne Inventory and prepares arrival champagne service daily
•   Training of new staff to 5-star 5 diamond standards (PBX and Front Desk)
•   Future Room Blocking
•   Group Folio Preparation
•   Checking of Cashiers Paperwork
•   Relieves Concierge and Front Desk for breaks as needed to ensure continuous service
•   Provides relief coverage for Night Audit as necessary 
•   Performs tours of the hotel throughout the evening to monitor employees performance, notices deficiencies, engineering issues and notifies appropriate Division head
•   Attend Rooms Division, Department Head, departmental meetings if applicable Daily Stand Up, Department Head, and Arrival Meetings in absence of Assistant Front Desk Manager
•   Meets with Group Coordinators to accommodate any needs
•   Communicates closely with property wide managers, as applicable, to ensure follow up on any special problems, or guest requests
•   Manages room inventory on sold out nights to maximize occupancy
•   Assists the Engineering team as needed
•   Call Fire Department or Police Department when the situation is judged to require their assistance
•   Is able to assist department managers and supervisors with Worker’s Comp, Incident Reports and General Staff Issues
•   Acts without prior authority in all matters concerning the safety, security and well being of hotel guests, patrons and employees in the absence of senior management
•   Makes the General Manager and Hotel Manager aware of guest comments and complaints that require further information than can be given through ALICE Guest Alerts
•   Able to create electronic hotel keys
•   Able to perform CPR
•   Complies with all policies and procedures for the Front Office Department, The Little Nell and Aspen One
•   Is familiar with hotel and fire safety procedures
•   Assists in emergency and security procedures as directed by management
•   Completes tasks and projects delegated by their manager and assists other departments as business volumes and staff levels demand

•   Hospitality Degree preferred
•   Previous hotel experience required
•   Supervisory experience preferred
•   Front Office experience required
•   Computer literate

Supervision Given and Received
Given: Exercises direct supervision over Front Desk Staff. Responsibilities include, but are not limited to, frequent and detailed review of work, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Received: Works under direct supervision of Front Office Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.

Work Environment and 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. Some positions require exposure to outdoor elements or a combination of both indoors and outdoors and may be required to walk on slippery and uneven surfaces  
•  Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance

Job Benefits
This position is categorized as a regular full-time 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 970-300-7700.         

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 ever-evolving 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 Company's benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

Aspen One participates in E-Verify.

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