Guest Services Manager

Company Description

A private Napa Ranch cultivating the future of wellbeing. Stanly Ranch - a land that was established with legacy in mind and furthers its progression now with enlightened 21st century ideals. A vanguard in the movement toward holistic wellbeing, Stanly Ranch empowers an immersive agricultural experience intended to not only revitalize those lucky enough to visit, but to leave them transformed. Guests, owners, and locals alike will be captivated by an active and engaged private ranch lifestyle uniquely curated to nourish the mind, body, and soul through a rare connection to the land and its bounty.

Job Description

Join our family! The Guest Services Manager reports to the Director of Front Office Operations, and partners closely with the leaders of Resort Operations. This role is ideal for someone who loves to collaborate and also work independently. The Guest Services Manager is responsible for overseeing the daily operations of the Front Office and Guest Services Teams including the Ranch Hands and Ranch Hosts. The Guest Services Manager is a coach and mentor to team members and entry level leaders to assist them in employing best practices to deliver unrivaled service, culture and financial results.

CORE RESPONSIBILITIES

This key role is instrumental in setting the tone for our guests and our team members to ensure the delivery of an exceptional guest experience.

• Will oversee, mentor and lead Ranch Host & Ranch Hand team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.
• Align with the Director of Front Office Operations and Director of Rooms and other guest services leaders to maximize resort operations.
• Utilize tools to execute timely, thoughtful, and personalized communications and teach and train team members to do the same.
• Foster an environment that ensures consistency and a high level of guest satisfaction.
• Strive to improve guest and team member satisfaction and maximize the financial performance of the department.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with fellow leaders and supervisors.
• May be assigned other duties at the discretion of management.
• Salary $85K

Qualifications

Required

• Minimum of one-year prior experience as a front office leader/supervisor for a luxury hotel.
• Demonstrated ability to communicate effectively and to provide directions and guidance in a clear, concise, and professional manner.
• Passion for the delivery of exceptional service and a genuine interest in working with guests in a luxury environment.
• Aptitude for working with multiple computer systems and an understanding of hotel operations and practices.
• High school diploma or equivalent required, BA preferred

Desirable

• Prior experience with Opera Cloud
• Multilingual skills (specifically Spanish)

SKILLS, ATTITUDES, AND BEHAVIORS

Personal Skills:

• Strong verbal and written communication skills
• Exceptional organizational skills including the ability to handle multiple assignments and prioritize work
• Ability to be flexible and to work in a transaction-driven, deadline-driven environment to meet objectives of assignments while also meeting quality goals
• Excellent interpersonal and people-facing skills
• Ability to prioritize workload and multi-task effectively while considering future organizational requirements
• Ability to work effectively under pressure while retaining a strong eye for detail

PHYSICAL DEMANDS

• Must be able to sit or stand for at least 8 hours and be able to lift up, push, and pull at least 35 pounds

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

SRGA Resort LP is an Equal Opportunity Employer, M/F/D/V. SRGA Resort LP 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, SRGA Resort LP 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.