So you want to work at a luxury hotel?
Who wouldn’t want to work in a swanky hotel, rubbing elbows with famous and wealthy guests? Well, it certainly is a lovely environment and the location will likely be fabulous, but keep in mind that you will need to provide a superior level of service that raises to the level your elite customers expect.
We’re talking about flawless customer service and tireless attention to detail, gorgeously prepared food and the spa-like tranquillity of a spacious, serene room. Your goal is to provide that special touch that earns loyalty and makes your guest look forward to returning to your hotel time and again.
What’s it Like?
According to Conde Nast Traveler, front desk agents at luxury hotels seamlessly handle check-ins, offer guests a welcome drink and discretely coordinate with butlers to handle luggage and escort guests to their rooms… all with ease, charm and effortless efficiency. Luxury service is all about the personal touch: offering little bits of conversation relating to a city they had just arrived from or suggesting special services that this particular guest would enjoy. No one is rushed and all employees are tasked with making the guest’s stay as delightful as possible in every way.
The Hotel Jerome in Colorado is a luxury resort with deep historic roots, located in the heart of downtown Aspen. The hotel is a deluxe accommodation that defines casual elegance, genuine hospitality and superb amenities. Celebrities and VIP’s from all over the world come to stay at The Jerome and are treated to a truly elevated Rocky Mountain experience.
Tony DiLucia, General Manager of Hotel Jerome, believes “our continued success is based on a foundation of family. We genuinely care about of team members and guests. We seek new members that display a heart for hospitality. As a company, Auberge Resort Collections, is based on a solid foundation of respecting others and the world around us; this allows each person a unique voice.”
Tony has just a few rules that apply to everyone who works at The Jerome:
- Create guest loyalty: we challenge ourselves daily to provide soulful experiences for our guests.
- Find solutions that deliver exceptional results.
Here’s an example of “going the extra mile” for a guest’s special occasion: a guest bought a pair of shoes for his wife in Aspen for a birthday gift. The shoes where the wrong size and the Aspen store did not have the required size available in stock. The Concierge at The Jerome asked the shop to call the Vail store to locate the correct size and then drove to Vail to pick up the shoes. The shoes were delivered in time for a surprise birthday dinner party.
Here’s another example of the staff finding a way to accommodate a guest. A guest flew in with all her friends to celebrate her 40th birthday. Once she arrived, she wanted to have her hair done and was not able to find an available appointment. One of the staff happened to have a hair appointment for herself scheduled for the next day and offered it to the guest. The crisis was averted; the guest was delighted and went on to enjoy her special celebration with her friends.
Employee Perks & Requirements
At the Hotel Jerome, employees work a standard 8-hour shift unless someone needs you to cover (you’ll usually be paid overtime if needed). Typically, employees also have access to some pretty impressive amenities. The hotel does provide employees free lunch every day – delicious food from the expert chefs and their staff. They also enjoy a discounted gym membership in town and can use the spa at the hotel at a discounted rate. And, because the Hotel Jerome is in Aspen, employees receive a free ski pass for the season.
Working in a luxury hotel has its perks, but it also requires you to have a passion for a career in hospitality; to providing gracious and intuitive service that’s a cut above. You have to be comfortable interacting with VIP’s and celebrities and understand the mission of discrete, superior service and effortless rapport. You won’t be following a script that tells you what to say in every circumstance in order to “stay on message” with the hotel brand. You must be able to think on your feet, solve problems and find a way to fulfill sometimes challenging requests.
“At the Hotel Jerome, ‘no’ is not in our vocabulary.” In a world-class hotel/resort, making your guests feel welcome and completely at ease builds loyalty and encourages repeat stays with you in the future. “If you have a passion for hospitality, go to school and make this your career… we’re looking for long-term employees who have the confidence to interact with everyone equally.”