What are the responsibilities and job description for the Guest Experience Manager position at Hotel Jerome?
This key role is instrumental in setting the tone for our guests and our team members to ensure the delivery of an exceptional guest experience. Will oversee, mentor and lead front office team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.
Hotel Jerome has been the social hub of Aspen since its opening in 1889 at the height of the town’s silver boom, known as the place where all great stories were born and are told. As the only Aspen hotel to survive the silver crash, the long pre-ski-resort winters, and the Depression, we’ve seen cowboys ride through our doors, 10th Mountain Division soldiers gather round over pints after training on the slopes, and Hunter S. Thompson holding court during his run for sheriff. You can’t experience Aspen, without experiencing Jerome.
The targeted compensation range for this full time year round, exempt position is $70,000-$80,000. The position offers a competitive compensation package presented by Auberge Resorts Collection.
Qualifications
The comprehensive benefit package for this position includes paid time off, sick and safe time, Medical, Dental and Vision healthcare plans, 401(k) plans with employer contribution, Health and Flexible Spending Account programs, Employee Assistance Program and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Apply and explore more career opportunities through the Auberge Resorts Collection career page. The application deadline for this role is June 1st, 2025. However, this position is often required year-round, and it's probable that it will be reposted in the future.
Additional Information
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.
Auberge Resorts Aspen Inc is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts Aspen Inc 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, Auberge Resorts Aspen Inc complies with applicable state and local laws governing non-discrimination 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.
- Oversees the day-to-day operation and coordination of the Guest Experience which include, working closely with Concierge, Front Desk, PBX and Bell, and is able to offer support to all other departments as needed. Areas of responsibility include coordinating and working with operational departments within the rooms division, focusing on the experiences of our guests.
- Responsible for all Guest Experience functions and proper execution: Update guest profiles, update & complete guest itineraries, assign amenities, prepare personalized welcome letters and envelopes, cross reference guest comments, profile notes, traces & verify room assignments & Notable Guest standards
- Enhance the pre-arrival guest interaction by following up with guests via email or phone to complete the pre-arrival process. Double-check the most important details for the guest profile: ETA & ETD, room preference location and view, preference on amenities, snacks and beverages, water etc.,requests for extra toiletries or room amenities, time for housekeeping services
- Inspect all Notable Guest rooms and itineraries and ensure the set-up is in accordance to the guest preference or requests, learn guest behavior and record the notes in the guest profile
- Is responsible for proactively enhancing the whole guest experience from post arrival to pre departure and when required
- Act as an ambassador of the hotel by providing Guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed.
- Works as an active member of the leadership team. Creating professional relationships and active involvement with all hotel operations, including but not limited to; daily, and weekly.
Hotel Jerome has been the social hub of Aspen since its opening in 1889 at the height of the town’s silver boom, known as the place where all great stories were born and are told. As the only Aspen hotel to survive the silver crash, the long pre-ski-resort winters, and the Depression, we’ve seen cowboys ride through our doors, 10th Mountain Division soldiers gather round over pints after training on the slopes, and Hunter S. Thompson holding court during his run for sheriff. You can’t experience Aspen, without experiencing Jerome.
The targeted compensation range for this full time year round, exempt position is $70,000-$80,000. The position offers a competitive compensation package presented by Auberge Resorts Collection.
Qualifications
- Management & Leadership Skills - 2 years minimum experience
- Detail Oriented & Great Multitasking Skills
- Self Motivated & Curious/Eager to Learn
- Knowledgeable on Upselling/Sales/Offering in house experiences
- Administrative Knowledge & Computer Literate
- Heartfelt & Personable
The comprehensive benefit package for this position includes paid time off, sick and safe time, Medical, Dental and Vision healthcare plans, 401(k) plans with employer contribution, Health and Flexible Spending Account programs, Employee Assistance Program and Company stay discounts. Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Benefits package may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Apply and explore more career opportunities through the Auberge Resorts Collection career page. The application deadline for this role is June 1st, 2025. However, this position is often required year-round, and it's probable that it will be reposted in the future.
Additional Information
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.
Auberge Resorts Aspen Inc is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts Aspen Inc 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, Auberge Resorts Aspen Inc complies with applicable state and local laws governing non-discrimination 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.
Salary : $70,000 - $80,000
