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 team as the Director of Guest Services for Stanly Ranch, serving as the senior leader of the front of house Guest Services areas including Ranch Hosts, Beehive (Communications) and Ranch Hands. Ensure that ENRICH values are present in all communication and culture. Cultivate understanding and ritualization of Auberge standards of guest service throughout all areas by working alongside the team to support their efforts. Strategize with senior leadership to support the Soul of the Place for the resort. Create professional relationships with team members, fellow managers and guests. Be actively involved with all hotel operations. The key responsibilities for this position are:
- Oversight of all areas of the Front of House Guest Services areas, including Guest Services Agents, Bell/Valet Attendants, and Communications Teams.
- Recruit, train, coach & develop all team members within the various departments.
- Maintain presence in all guest service areas to oversee the delivery of the sequence of service and work directly with team members as needed.
- Work with the Director of Housekeeping & Itinerary Design Manager to continuously improve the pre-arrival process and guest outreach.
- Be involved with day to day operations including but not limited to: greeting notable guests, monitoring the daily activity of arrivals & departures and ensuring guest concerns are addressed promptly & appropriately.
- Foster & develop a nurturing culture of ongoing learning & development, wherein the precise execution of Auberge's standards occurs in every interaction and team members are offered opportunities for growth.
- Effectively control labor through strategic scheduling of guest services team members based on operational priorities; train and develop Guest Services Managers to do the same.
- Manage departmental budget, control expenses and optimize financial performance of Front Office operations.
- Ensure that the management team maintains a monthly inventory of all collateral and operational supplies used by the department and that orders are coordinated within the budgeted & forecasted timelines.
- Effectively manage & drive all payroll processes for the departments to ensure accurate and timely payment to team members, complying with all payroll requirements.
- Lead regular & effective team member engagement & recognition efforts.
- The starting rate for this position is $100,000 per year, plus incentive. This is the pay rate for this position that Stanly Ranch reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.
QualificationsRequired Qualifications
- 5+ years experience leading and managing a guest services team in a luxury hotel or resort
- Well organized and able to work independently
- Excellent oral and written communication skills
- Ability to work on multiple competing priorities, while managing team member & guest relationships
- Ability to work a flexible schedule including weekends & holidays in accordance with the business needs of the resort
- Demonstrated background of strong guest service skills
- Able to work in a fast-paced environment with multiple deadlines and quick turnarounds
- Valid US drivers license with a good driving record
Preferred Qualifications
- Knowledge of Opera Cloud PMS and Alice
- Knowledge of Google Suite
- Bilingual
- Knowledge of the Napa Valley
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.