Reservation Agent - Aspen Hospitality

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. Across its portfolio, Aspen Hospitality is inspired by place, united by purpose, defined by you, with Limelight hotels including those across Colorado in Aspen, Snowmass, Denver, and Boulder (opened August 2025); Ketchum, Idaho; Mammoth, California (opened December 2025); and Charleston, South Carolina (coming in 2028). 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 [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. 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 an appropriate fashion for the department as a whole. This position reports to the Assistant Director of Reservations. Job Posting Deadline Applications for this position will be accepted until September 13, 2026. This position is hybrid and can either be based out of our Reservations office in Basalt, CO or remote in Boulder or Denver, CO. Essential Job Functions/Key Job Responsibilities • Answer inbound guest calls with expert product knowledge and exceptional service standards • Maintain a professional demeanor while delivering the highest caliber of guest service at every touchpoint • Support the daily operations of the reservations office in accordance with workload and business demands • Utilize available resources and systems to research and resolve reservation inquiries and guest concerns • Qualify callers by asking targeted questions to understand their lodging preferences and needs • Close each call by confirming the booking at the appropriate moment, or by capturing the caller's contact information for follow-up • Drive sales conversions while effectively communicating guest needs to elevate the overall guest experience • Send confirmation emails and relevant information for completed reservations or guest inquiries • Respond to all guest inquiries, whether by phone or email, within 24 hours • Uphold and maintain service standards consistent with Forbes Five-Star and AAA Five-Diamond recognition • Accurately complete bookings for all market segments, including groups, travel agents, and corporate partners • Coordinate communication between appropriate departments to troubleshoot and resolve issues • Promptly notify management of guest comments or complaints to ensure timely resolution • Complete additional tasks and projects assigned by leadership, and provide support to other departments as business needs require • Other duties as assigned Education & Experience Requirements • Two-year college degree preferred • Previous hotel reservation experience preferred, phone sales experience a plus 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 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 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