Job description

About Us

Situated in the heart of Durango’s trendy Second Avenue District, the award-winning Leland House Suites of Durango has provided superior customer service amongst a truly unique historic building for over 25 years. As a premier provider for luxury accommodations in Durango, Colorado, we set a standard for unparalleled guest experiences and personalized services. The Leland House Suites of Durango is unique in the sense that it is appointed with 11 guest rooms - most of which are large, apartment-sized suites. With a relatively small high-end property, our staff is well positioned to provide extremely personalized concierge service to each guest; many of whom stay with us regularly and for extended periods of time.

Located next door is Lola's Place, the social hub for The Leland House, as well as the local Durango community. Lola's offers a unique combination of casual dining and a fun, laid back place to gather with friends. Leland House guests and locals alike can be found with a cribbage board, deck of cards, or their book club group. Lola’s Place has curated a collective group of healthy food and beverage partners who provide offerings with intentional ingredients. The space is home to a specialty coffee shop and artisan bakery, craft brewery bar, and four food trucks offering organic, whole food smoothies and breakfast bowls; authentic Mexican cuisine; stir fry wraps and bowls with vegetarian, vegan and gluten-free options; and Japanese small plates. Lola’s Place supports the arts by providing a venue for local musicians and performers. Additionally, Lola’s Place serves as an event venue for guests of the Leland House as well as Durango locals.

Position Overview

The Leland House Suites of Durango and Lola's Place are seeking a Guest Experience and Operations Manager to assist in the general management and operations of both properties.

At The Leland House Suites of Durango, you will be the primary point of contact for each of our guests, as well as other Leland House Staff members, five consecutive days per week. Throughout this period, you will ensure the property meets Leland House standards for appearance and cleanliness, communicate with arriving and departing guests, prepare each guest rooms for arrivals, and other related duties.

Between the times that you are working at The Leland House, you will be next door at Lola's Place ensuring Lola's Place is running smoothly by assisting food partners and employees as needed. You will be the primary point of contact for food partners and high-level employees during the same five consecutive days per week you are working at The Leland House.

This position requires you are on-site (at The Leland House and/or Lola's Place) at a minimum between the hours of 8am and 11am, and again from 3pm to 8pm. You will be "on call" and must be within 5-10 minutes of the hotel between 7am and 10pm each day you are working. The number of hours you are working on site may vary slightly depending on occupancy, guest needs, and other related factors.

Position Responsibilities

Leland House Suites of Durango

• Make a memorable connection and communicate with each guest
• Take pride and ownership in providing a superior guest experience
• Maintain a clean and presentable appearance in all public spaces including the hallways, parking lot, back stair area, front patio, and front steps, etc.
• Conduct room checks before guest arrival to ensure rooms are ready for check in
• Code rooms for guest check ins
• Communicate regularly with housekeeping staff and assist with guest communication, informing of checkout times, etc.
• Water plants when necessary
• Enter reservations into the Property Management System
• Assist owners in community outreach and local marketing
• Educate guests on the history of The Leland House, Lola's Place, and Durango
• Communicate with guests in person, via texts, and phone calls
• Guide guests to their rooms as necessary
• Provide a complete guest experience (ask about dinner plans, provide recommendations and offer to make a reservation, book a taxi, etc.)
• Answer the phone during shift to take reservations or answer questions

(If working on call, the Guest Experience and Operations Manager must be available to answer the phone and return to the Leland House if necessary, between 7am and 10pm)

• After 10pm calls do not need to be answered (voicemail will direct them to an alternate phone number in the case of an emergency)
• Other duties as assigned

Lola's Place

• Greet customers as they enter Lola’s Place, ask them if they have any questions, etc. (Assist customers with any questions they might have)
• Be the primary point of contact for Lola’s Place business partners to come to with questions or when they need help (during your working hours); communicate certain questions and/or concerns to Leadership Team to be answered
• Ensure the the appropriate staff members and business partners are upholding Lola's Place cleanliness and code of conduct standards
• Assist in community outreach, marketing, and event ideation, planning, and execution
• May assist in executing and streamlining current operational needs (Offer suggestions on how current operations could be improved)
• Other duties as assigned

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• On call

Ability to commute/relocate:

• Durango, CO 81301: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

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