Guest Services Program

In 2006 the Aspen Chamber Resort Association and the Town of Snowmass Village developed a community wide Guest Service Initiative, the FACES of ASPEN/SNOWMASS. The name of the program reflects not only our local population and our visitors, but also of our year round recreation and cultural activities. Since the program's inception, one thing has become loud and clear: we all relish our roles as hosts in this unique and stunning Colorado playground.

Along with the unbelievable scenery and terrain, there's a genuine, conspicuous vibe in our community to collectively make visitors feel at home. It's a natural advantage for us as resorts, and a key reason why Aspen and Snowmass are such highly adored destinations.

Aspen has always been home to people who are passionate about their lifestyle and location. That's why so many miners didn't leave after the silver bust, why the community thrived before the ski resort, and why families endeavor to stay in the Roaring Fork Valley despite its elevated cost of living and movie star reputation. Passion is rampant here, and is a big part of the true local's makeup.

The definition of great guest service we like best is simple: Good service is solving a need or problem - delivering what people expect to receive. Great service - the truly "WOW" experience- is really understanding your guests' needs and then delivering more then they expect. We call it "over promise and over deliver". That's our business mantra.

There are several aspects of the FACES of ASPEN/SNOWMASS program that we encourage our guests to participate in:

- You can be a part of our STAR program that recognizes and rewards employees who demonstrate outstanding guest service. Read more in the STARS program.

- Our "Vacation like a Local" section is an assortment of tips to enhance your visit and make you feel at home here.

- We are genuinely concerned when you experience disappointing guest service and we've established a professional way for you to tell us about this. If you have received disappointing service, click here to fill out our form. Conversely, if you have experienced exceptional service we would love to hear about that too, click here to fill out our form.

- How to ASPEN/SNOWMASS, our Guest Service Training booklet is available at our Visitor Centers. Designed for new employees in our community, we've discovered that our visitors love this book so much they take it home to share with family and friends. We're proud to have this booklet in English and Spanish. 

Two of our partners, The Aspen Skiing Company and the City of Aspen also have two great guest service programs.  For more information please see the links below.  Providing great service is a top priority for our community.

City of Aspen - Adopt a Tourist program

Aspen Skiing Company - On-Mountain Ambassadors