Assistant Director of Owner Services

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. 

Position Summary 
The Assistant Director of Owner Services is the key support role to the Director of Owner Services for the Residences at The Little Nell (RLN). This position works closely with the Owner Services Managers to help guide an Owner through the experience at RLN and work to develop strong relationships with the Owners so that they can act in their best interests. This position helps to coordinate the Planned Vacation Week (PVW) process to ensure the Owner’s needs are understood, met, and allows an Owner to access the property in line with their needs. This position reports to the Director of Owner Services.

The budgeted salary range for this position is $80,000- $100,000. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus. 

Job Posting Deadline
Applications for this position will be accepted until June 1, 2025.

Essential Job Functions/Key Job Responsibilities

• Responsible for Owner-to-Owner rental program and documentation of all exceptions, complex service issues, concerns, resolution ensuring that an accurate owner history is kept, responsibilities include, but are not limited to:
  • Serve as the primary point of contact for all new Owners, initiating welcome communications via email and phone after purchase of interest(s) is official
  • Provide details on the rental program and explain the exclusive agreement available through the Managing Agent
  • Manage goals and expectations through personal interaction with each Owner
  • Educate Owners about the rotation system, specific to their assigned Owner Letter Number
  • Create selection packets, specific to each Owner and track Owner reservation type/usage
  • Maintain a full understanding of Owner requests and ensure that all employees are aware of each
  • Confirm weeks with all Owners and provide clarity on the waitlisted weeks and encourage Owner to Owner trades across and within Seasons
  • Facilitate Owner to Owner rentals of PVW time and actively work with Owners to increase usage of the property
  • Meet each Owner upon arrival and bid farewell at departure and assist in communication with Owners to ensure it is timely, professional and accommodating
  • Compile Owner preferences regarding usual requests to be on property, seasonal preferences, typical OTO requests, including buy and selling rates normally requested and accepted
  • Assist with inspections of residences prior to arrival to check on special requests from Owners
• Facilitate and conduct with the team twice yearly (January – March & July – September) Owner selections of time for their Planned Vacation Weeks (PVW) (2 per interest owned per season)
• Participate in and help coordinate all Owner social events
• Provide rental queue order for accounting purposes and work closely with the HOA Accountant for rental program accuracy
• Act as a liaison between the Owners and all departments to ensure any changes or updates are communicated regarding upcoming Owner reservations
• Work with the Director to enhance our service to the Ownership group and ensure SOPs for department are current and accurate
• Support operational departments when business levels require additional assistance and perform Manager on Duty shift as needed; weekend coverage is rotated among the managers within the department
• Partner with the with Sales Team to assist with questions and requests during the selling process and collaborate with Reservations to maximize revenue for Owners
• Attend HOA Board Meetings & Annual Owners’ Meetings, posting meeting minutes to the Owner website
• Ensure forms are organized per the rotation priority order for the specific season that differs from Planned Vacation Week (PVW)rotation/priority order
• Maintain reservations spreadsheets, entering all reservations into HMS as soon as they are confirmed and update reservations as necessary
• Other duties as assigned

Education & Experience Requirements 

• College degree preferred
• Previous experience working with Hospitality Reservations and/or Homeowner’s Associations
• 5 years' experience in management position within luxury hospitality industry

Knowledge, Skills & Abilities

• Knowledge of making reservations for owners or guests  
• Proficient in Microsoft Office including, extended knowledge of Excel 
• Familiar with hotel fire and safety procedures with ability to assist in emergency and security procedures as directed by management
• Ability to make appropriate Department Heads aware of Owner’s comments, suggestions and complaints particular to their department
• Consistently utilize feedback to improve the overall Owner experience
• Ability to work closely with all staff members to ensure operation of the property is of the highest quality
• Ability to create and maintain departmental policies & procedures and checklists
• Ability to conduct oneself in an ethical and exemplary manner, which encourages manners of conduct
• Ability to handle difficult customer interactions and ensure high levels of satisfaction
• Ability to manage multiple priorities and projects simultaneously without sacrificing quality
• Ability to lead, develop and manage people, driving performance, engagement, and professional growth
• Ability to make informed decisions quickly, considering both short-term and long-term impacts

Work Environment and Physical Demands

• Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements
• No adverse or hazardous conditions
• Not required, but preferred to be able to occasionally lift, push or pull 25 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 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.

E-Verify & Right to Work Poster