Concierge Manager - The Little Nell - job 1 of 5

The Little Nell is Aspen's only Five-Star, Five-Diamond, ski-in/ski-out hotel, featuring luxurious amenities, personalized service, breathtaking mountain views, renowned dining, spacious accommodations, and unparalleled access to America’s most famous mountain town.  

A Relais & Châteaux resort, The Little Nell is consistently 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 new Spa at The Little Nell is rooted in ‘The Aspen Idea’ - a holistic lifestyle philosophy that integrates mind, body, and spirit. During ski season, The Little 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 health center year-round. The Little Nell has been acknowledged with numerous awards for decades including being named a Forbes Five-Star hotel since 1995, a AAA Five-Star 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.  

For more information, visit www.thelittlenell.com or follow @thelittlenell on X, Instagram or Facebook. Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. 

Position Summary 
The Concierge Manager is responsible for supporting all aspects of Concierge functions in accordance with hotel standards.  Maintains a concierge service and management philosophy that serves as a guide to respective staff.  Acts as the primary contact between the guest and the hotel for any and all matters that the guest wishes and is responsible for ensuring that all members of the concierge team deliver consistent superior guest service. This position reports to the Front Office Manager.

The budgeted salary range for this position is $75,000 - $85,000. 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 August 10, 2025.

Essential Job Functions/Key Job Responsibilities
•    Coordinate day to day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis
•    Understand the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals
•    Support the concierge team to keep them focused on critical components of operations to drive guest satisfaction and the desired financial results
•    Initiates and leads the training program for all new concierges and retraining for new processes
•    Responsible for interviewing, and hiring concierge members.  Handles discipline and separation of employees in accordance with company policy
•    Provide a thorough and up to date knowledge of all activities, events, dining and entrainment options in the area
•    Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
•    Encourage and build mutual trust, respect and cooperation among team members
•    Ensure concierge team effectively handles guests requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
•    Offering personalized service to guests such as restaurant reservations, arranging for spa services, recommending night life hot spots, booking transportation and procuring tickets to special events
•    Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results
•    Other duties as assigned

Education & Experience Requirements 
•    High school diploma or equivalent required
•    5 years’ experience in guest services, front desk or related professional area required
•    3 years’ experience in a leadership position within a hotel rooms division department
•    2-year degree from an accredited university in Hotel Management, Hospitality, Business Administration or related major preferred

Knowledge, Skills & Abilities  
•    Proficient with Microsoft Office Suite or related software 
•    Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
•    Strong leadership, collaboration and interpersonal skills
•    Excellent interpersonal and customer service skills
•    Excellent organizational skills and attention to detail
•    Proficiency in Spanish preferred
•    Maintain professional and effective communication with cross functional teams
•    Strong ability to analyze information and evaluate results to choose the best solution and solve problems
•    Ability to uphold service standards by engaging with employees and fostering a culture of excellence
•    Ability to handle interpersonal and team conflicts in a constructive manner 
•    Ability to assess team performance, provide feedback, and implement development plans 
•    Ability to delegate tasks effectively, empowering teams while maintaining accountability 
•    Ability to maintain Forbes Five Star standards through all interactions

Work Environment & Physical Demands 
•    Ability to stand, walk or be on your feet for extended periods of time, kneeling and bending may be required
•    Regularly work indoors with no adverse conditions  
•    Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance (weight limits can vary according to position, but no more than 50)

Job Benefits 
This position is classified 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