Our Company & Our Property:
Whether traveling on a ski trip to Aspen or taking a romantic escape in Santorini for a special anniversary, it is the simple things that are most important to the guests of Auberge Resorts Collection. At Auberge, we offer the opportunity to create personal memories and stories; tasting freshly picked fruit in Cabo San Lucas, horseback riding with a local cowboy in Costa Rica, or planting coral gardens in the South Pacific. People who know us, choose to return for shared experiences that connect them to local cultures and which will be forever embedded in their souls.

Located in the heart of town, the 97-room Hotel Jerome, Auberge Resorts Collection, continues to retain its identity as one of the great hotels of the American West. Hotel Jerome is home to many food and beverage outlets including a renovated Aspen Times newspaper building, residential-style suites facing Ajax Mountain, and a sultry underground bar – Bad Harriet. The 130-year-old historic landmark boasts luxurious, contemporary accommodations and modern amenities that honor the property’s iconic mountain spirit. Considered as one of Aspen’s favorite places since it opened in 1889 at the height of Aspen’s boomtown silver-mining era, the hotel features Prospect, an American bistro; après-ski favorite – the Living Room bar and lounge; the award-winning Auberge Spa; and the legendary J-Bar, which is lauded as an Aspen institution. Hotel Jerome was added to the National Register of Historic Places in 1986.

Role Summary:
Join our team as the Hotel Operations Supervisor for Hotel Jerome, serving the needs of the business, our guests, and our colleagues by assisting the Front Office Manager with the planning, organization, development, and direction of the Front Office departments including Front Desk, Night Audit, Concierge, PBX, and Guest Services (Valet, Bell, Transportation, & Ski Concierge)

Core Responsibilities:
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:

• Maintain Guest Experience Goals
• Manage day-to-day operations, ensuring the quality, operational outlines meeting and exceeding the guest expectations on a daily basis
• Assist with the overall organization & operation of the Guest Services Department, Concierge Department, Front Desk Department, PBX, Night Audit.
• Oversee the writing of the work schedule based on forecasted hotel occupancy, scheduled events, holidays, etc. Ensure to work with department managers to modify as deemed necessary
• Assist in the Hiring, Selection, and Training of new Front Office associates according to Jerome training programs.
• - Assist in the preparation and conducting of all Front Office sub- department Department Meetings
• Ensure all guest complaints or problems are handled immediately, ensuring guest satisfaction. Ensure all managers and supervisors are documenting all service issues utilizing the Guest Incident Report template for communication purposes.
• Review Hotel Jerome’s Unifocus Results Daily
• Identify service issues, whether or not issues were resolved to guest satisfaction, identify any negative & positive comments, and if agents mentioned by name. Handle results accordingly with the Rewards program or disciplinary action.
• Investigate any unresolved issues by collecting all facts. Work with specific department managers and contact guests via telephone or e-mail to apologize and resolve issues to guest satisfaction.
• Document and follow up with any guest or associate Incidents involving: injuries, property damage, or theft with Incident Report template for security and communication purposes.
• Document any employee issues as they occur and implement disciplinary action whenever needed.
• Cut department costs whenever possible including – labor, supplies, and utilities.
• Adhere to established labor standards and minimize overtime as much as possible.
• Continue to update and develop additional standardized operating procedures, job descriptions, and training programs as deemed necessary.
• Communicate pertinent guest information to designated departments and personnel.

• This is a non-exempt full-time, year-round position. $25/hr

Skills and Abilities:

• Clearly and pleasantly communicate in English, both verbally and in writing, using correct spelling and grammar, with guests, co-workers, and management to their understanding.
• Extensive Interpersonal skills

• 2+ years hotel reception experience in a 4 or 5-star hotel preferred
• Bachelor’s Degree in Hospitality Management Preferred
• Extensive knowledge of Google Applications including G-mail, Calendar, Tasks, etc.

What Else?:
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures, and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives. If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Hotel Jerome is an Equal Opportunity Employer, M/F/D/V. Hotel Jerome 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, Hotel Jerome complies with applicable state and local laws governing nondiscrimination 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.