Guest Services Manager - Residences at 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. 

Position Summary 
The Guest Services Manager oversees operations of the front drive area, including the Bell, Valet and Ski Concierge Teams. This position acts as interface between owners, guests and property. The Guest Services Manager is responsible for welcoming all guests, parking vehicles and transportation services. This position reports to the Director of Operations.  

The budgeted salary range for this position is $75,000 to $81,000 annually. 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 February 15, 2025.

Essential Job Functions
•    Ensure that all owner and guests’ needs are identified and resolved as required
•    Ensure that guest assistance from airport/drive through to residences/hotel rooms is of quality service levels
•    Ensure timely skier shuttles and transportation to local attractions/restaurants in a timely and welcoming fashion 
•    Work with other departments to communicate and to ensure a five star/five diamond class experience for the owners and guests
•    Manage and maintain working environment and administration for staff
•    Handle guest complaints/problems ensuring a timely result to the satisfaction of all parties
•    Perform Manager on Duty as required
•    Maintain high safety standards for the garage environment and hotel vehicles
•    Prepare department budgets, ensuring timely and accurate payroll administration
•    Monitor control of parking garage
•    Review guest arrivals and departures and identify specific requirements as needed
•    Ensure parking charges are correctly posted
•    Attend and participate in weekly department head meetings  
•    Ensure parking charges and ski tunes are correctly posted.
•    Helps to manage and support the Ski Concierge team as needed due to business levels and operational needs throughout the season
•    Other duties as assigned

Education & Experience Requirements 
•    Degree in hotel management or general field of study preferred
•    Previous management/supervisory skills – minimum of 3 years
•    Valid Driver’s License

Knowledge, Skills & Abilities  
•    Proficient knowledge in Microsoft Office 
•    Proficient knowledge with hotel fire and safety procedures, assisting in emergency and security procedures as directed by management
•    Compatible personality to be a contributing team player
•    Strong organization, communication skills, as well as the ability to multi-task
•    Excellent verbal and written communication skills, with the ability to collaborate with teams Fluent in English
•    Ability to craft departmental scheduling to meet business needs
•    Ability to handle a number of intense issues at the same time
•    Ability to manage and motivate staff

Work Environment and Physical Demands 
•    Ability to be on your feet, kneel and bend for extended periods of time 
•    Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
•    Must be able to lift, push or pull occasionally 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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