Owner Services Manager - Residences At The Little Nell

Company Description

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.

Job Description

Summary

The Owner Services Manager is the main point of contact for all Owners in regard to their Ownership at Residences at The Little Nell once they've closed on their real estate purchase.

Job Posting Deadline

Applications for this position will be accepted until June 25, 2024.

Essential Job Functions

• Welcome all new Owners via email and call after purchase of interest(s) is official

• Provide details on the rental program and explain the exclusive agreement available through the Managing Agent

• Educate Owners about the rotation system, specific to their assigned Owner Letter Number

• Conduct twice yearly (January

• March & July

• September) Owner selections of time for their Planned Vacation Weeks (PVW) (2 per interest owned per season) and Space Available Nights (7 per interest owned, per season)

o Create selection packets, specific to each Owner

o Manage goals and expectations through personal interaction with each Owner

o Ensure forms are organized per the rotation priority order for the specific season

o Process assignments of time per the completed forms

o Confirm weeks with all Owners and provide clarity on the waitlisted weeks

o Detail Owner placement in the rental queue, if applicable

o Ensure forms are organized per the rotation priority order for the specific season (different from Planned Vacation Week rotation/priority order

• Actively work with Owners to increase usage of the property

o Work to encourage Owner to Owner trades across and within Seasons

o Facilitate Owner to Owner rentals of PVW time.

o Reach out to Owners who may rent release in future seasons to assist with the advanced booking process

• Enter all reservations into HMS as soon as they are confirmed and update reservations as necessary

• Assign Rental Revenue income to Owners

• Maintain reservation spreadsheets to match HMS reservations

• Email weekly rental reports (historical & future) to Owners

• Act as a liaison between the Owners and all departments to ensure any changes or updates are communicated regarding upcoming Owner reservations

• Participate in and help coordinate all Owner social events

• 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

• Work closely with all staff members to ensure operation of the property is of the highest quality

• Assist in other departments when the demand is high

• Maintain a full understanding of Owner requests and ensure that all employees are aware of each request and return all calls and emails within 24 hours of receipt

• Create and maintain departmental policies & procedures and checklists

• Conduct oneself in an ethical and exemplary manner, which encourages like manners of conduct

• Manager on Duty (one day per week)

• Report to work, on time, in a neatly groomed and acceptable manner as outlined in the employee handbook

• Comply with all policies and procedures for the Residences at The Little Nell, and Aspen Hospitality

• Must be familiar with hotel fire and safety procedures and assist in emergency and security procedures as directed by management

Qualifications

• College degree preferred

• Previous hospitality industry experience

• Reservations Agent knowledge and previous experience preferred

• Strong typing skills

• Computer knowledge required, specifically Microsoft Word, Excel and Outlook

Additional Information

Supervision Given and Received

Given: This position has no supervisory responsibilities.

Received: Works under direct supervision of the Director of Owner Services. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.

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

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 Skiing Company, 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 Skiing Company / ASPENX / The Little Nell / Limelight Hotel is an equal opportunity employer.

For an overview of Aspen Skiing Company's benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace. Read more about our policies as it relates to employee safety here