Reservation Agent - Aspen Hospitality

Company Description

Aspen Hospitality, a division of Aspen One, develops, owns, and operates a growing portfolio of luxury and upper-scale hotels, private clubs, and branded residential properties under The Nell and Limelight brands. This includes The Little Nell, Aspen's only Five-Star, Five-Diamond ski-in/ski-out hotel and its affiliated Residences located at the base of Aspen Mountain, as well as a new Nell property currently in development at Rockefeller Center in New York City.

Aspen Hospitality's Limelight hotels are located across Colorado, with locations in Aspen, Snowmass, and Denver, and in Ketchum, Idaho. Two new Limelight hotels will also open in 2025 in Boulder, Colorado and Mammoth, California. Aspen Hospitality also owns and operates the Aspen Mountain Club, Snowmass Mountain Club, and Mammoth Lakes Mountain Club. For more information, visit www.aspenhospitality.co.

Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the ..., aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains.

Job Description

Position Summary

The Reservation Agent provides timely and accurate service to potential guests making reservation inquires for the Limelight Aspen, Limelight Ketchum, Limelight Snowmass, Limelight Denver, Limelight Boulder, Limelight Mammoth, The Little Nell Hotel, and Residences at The Little Nell. This role serves as a highly motivated team member ensuring guest inquiries and sales leads are answered in appropriate fashion for the department as a whole. This position reports to the Director of Reservation Sales.

This position is hybrid and can be either based out of our Reservations office in Basalt, CO or our Corporate office in Denver, CO.

Job Posting Deadline

Applications for this position will be accepted until August 30, 2025

Essential Job Functions/Key Job Responsibilities

• Answer inbound guest calls providing expert advice and exemplary guest service
• Demonstrate a highly professional manner and provide the highest quality of guest service
• Assist in completing the daily functions of the reservation's office based on workload and business volumes
• Use available resources to research various reservation situations and guest issues
• Qualify callers by asking questions regarding the desires they have for their lodging
• Close the caller by asking for the booking at the appropriate moment in the call, or obtain the caller's name, address, and phone number for follow-up efforts
• Close sales and communicate guest needs to elevate guest experience beyond expectation
• Email confirmations and information regarding reservations made, or information requested
• Respond to all inquiries (email or phone message) within 24 hours
• Maximize occupancy by monitoring availability and placing new reservations adjacent to existing reservations
• Achieve and maintain Forbes Five-Star; Five-Diamond reservation standards
• Make Manager aware of guest's comments and complaints immediately for resolution
• Complete tasks and projects delegated by your supervisor and assist other departments as business volumes and staff level demand
• Other duties as assigned

Qualifications

Education & Experience Requirements

• Previous hotel reservation experience preferred, phone sales experience a plus
• Two-year college degree preferred

Knowledge, Skills & Abilities

• Ability to create an environment of trust
• Ability to multitask, prioritize, and delegate
• Competent with computer programs such as Microsoft Office
• Ability to work with people of all levels with professional presentation
• Familiar with all policies and procedures for the Reservation Department
• Ability to foster teamwork and collaboration among various departments
• Ability to maintain composure in stressful situations
• Willingness and ability to accept and apply feedback
• Proven ability to make sound decisions
• Ability to manage workload with a high degree of independence
• Ability to foster a high level of collaboration across all levels of the organization
• Ability to travel to all hotel property locations and the main Reservations office for training as required

Additional Information

Work Environment & 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 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 ....

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