Call Center Agent

Company Description

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 wage for this full‑time, year‑round, non‑exempt position is $23/hr.

Our on‑property Call Center Agent (PBX Operator) is responsible for transporting guests virtually anywhere they would like to go at any time.

• Provide prompt, courteous and efficient handling of all incoming calls, keep track of guests’ requests, and follow up to ensure satisfactory service and assistance for outgoing calls.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive, record, and relay messages accurately, completely, and legibly.
• Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Monitor busy or unanswered lines, check back with callers on hold to update status and offer to take a message.
• Process guest requests for wake‑up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non‑registered guest calls.
• Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

• 1 year experience in the same or a similar role.
• Ability to clearly and pleasantly communicate in English, both orally and in writing.
• Ability to perform assigned duties with attention to detail.
• Ability to interact in a polite, professional, and engaging manner.
• Experience in a luxury environment is preferred.

The comprehensive benefit package for this position includes paid time off, sick and safe time, medical, dental, and vision health‑care plans, 401(k) plans with employer contribution, health and flexible spending account programs, employee assistance program, and company stay discounts. Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The Final date to receive applications for this role is July 1st, 2026.

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.