Assistant Director of Front Office Operations

Auberge Collection•Napa, CA

14d•Onsite

About The Position

Join our team as the Assistant Director of Front Office Operations 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.

Requirements

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

Nice To Haves

Knowledge of Opera Cloud PMS and Alice
Knowledge of Google Suite
Bilingual
Knowledge of the Napa Valley

Responsibilities

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.