Aspen Snowmass

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Manager on Duty - The Little Nell

at Aspen Snowmass

Posted: 5/8/2019
Job Reference #: 7456
Keywords: manager

Job Description

Job Classification:
Full-Time
Job Location:
Aspen
Job Status:
Regular

The city of Aspen at our front door, Aspen Mountain at our back door. And in between, a gathering place for the free-spirited. We're proud of our 5 Stars and 5 Diamonds -- hospitality is our passion. From our kitchens to our cellars, with their 20,000 bottles of wine, from the Concierges in our lobby to the Concierges on our mountains, and from family adventure to après ski, this hotel is, guests have said, "the Aspen of Aspen."


Position 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. The Manager on Duty is a Front Desk based position.
 
Essential Functions of the Job
• 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.
• Is based at the Front Desk but will do rounds of all departments and areas frequently to monitor hotel activity
• Is also familiar with basic operating tasks in the following departments:
• Health Center
• E-47 Bar/Living Room/Chair 9
• Ski Concierge/ Adventure Center
• Assists Front Desk Manager, as needed, in the following duties:
• Training of new staff to 5 star 5 diamond standards (PBX and Front Desk)
• Check In and Check Out on high volume days
• Daily Operations Report (prepares and sends out)
• Future Room Blocking
• Ski Ticket Ordering
• Group Folio Preparation
• Bed Request Issues
• Checking of Cashiers Paperwork
• Ensures that, via HotSOS, all guest issues/actions/resolution/follow-up are communicated to the Hotel as a whole
• Deals with all guest related issues as well as emergency and security situations in all areas of the hotel
• 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
• Relieves Concierge and Front Desk for breaks as needed to ensure continuous service
• Performs tours of the hotel throughout the evening to monitor employees performance, notices deficiencies, engineering issues and notifies appropriate Division heads
• Attends the following meetings when on Duty:
• Rooms Division, Department Head, departmental meetings if applicable
• 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. 
• Maintains close contact with other hotels with regard to their status and relocates guests as necessary
• Act as the Senior Manager on duty when fire alarms are activated
• 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

Additional Job Duties
• Makes the General Manager and Hotel Manager aware of guest comments and complaints (that require further information than can be given through HotSOS)
• Is knowledgeable about the Fire Panel
• Reports to work in a neatly groomed and acceptable manner as outlined in the employee handbook
• Reports for shift on time
• 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 the Aspen Skiing Company
• 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

Education, Experience, Skills
• Previous hotel experience required
• Supervisory experience preferred
• Front Office experience required
• Computer literate

Physical Requirements of the position include
• Standing for extended periods of time
• Ability to work in a high pressure situation