Guest Experience Curator

Boardwalk IG Management LLC•Yountville, CA

5d•$28 - $32•Onsite

About The Position

The Guest Experience Curator is a highly guest-facing role responsible for creating thoughtful, personalized, and memorable experiences for guests of The Estate Yountville. This position blends the warmth of luxury hospitality with the expertise of a destination concierge, ensuring each guest feels welcomed, cared for, and connected to the best of Napa Valley. The Guest Experience Curator supports the Guest Experience leadership team by assisting with VIP arrivals, personalized itineraries, special occasion planning, local recommendations, guest follow-up, and service recovery. This role requires strong local knowledge, polished communication, excellent follow-through, and a genuine passion for creating experiences that feel personal, effortless, and heartfelt.

Requirements

Minimum 2–4 years of luxury hotel, resort, concierge, guest relations, or high-touch hospitality experience preferred.
Strong knowledge of Napa Valley wineries, restaurants, transportation, and luxury guest expectations.
Excellent verbal and written communication skills.
Highly organized with strong attention to detail and follow-through.
Warm, polished, professional, and naturally hospitable.
Ability to manage multiple guest requests while remaining calm and gracious.
Experience with Opera Cloud, ALICE, Revinate, Book4Time, Toast, or similar hospitality systems preferred.
Flexible schedule, including weekends, holidays, and evenings as business needs require.

Responsibilities

Serve as a warm, knowledgeable, and polished point of contact for guests before, during, and after their stay.
Create personalized itineraries including wineries, restaurants, transportation, wellness, shopping, outdoor activities, and local experiences.
Anticipate guest needs and proactively offer recommendations that feel tailored and thoughtful.
Support VIP, repeat guest, special occasion, and high-profile arrivals with personalized touches and flawless communication.
Maintain detailed guest notes, preferences, special requests, and follow-up items in the appropriate systems.
Partner with the Guest Experience team to create surprise-and-delight moments that feel genuine, elevated, and appropriate.
Maintain strong knowledge of Napa Valley wineries, restaurants, transportation partners, wellness experiences, shopping, events, and seasonal activities.
Build and nurture relationships with local partners to support exceptional guest experiences.
Keep an updated database of trusted recommendations, contact information, booking requirements, hours, and guest feedback.
Confirm reservations, transportation, winery appointments, spa experiences, and special requests with accuracy and professionalism.
Ensure recommendations reflect the luxury positioning and standards of The Estate Yountville.
Assist with VIP arrivals, welcome moments, room preferences, amenities, and special occasion details.
Coordinate closely with Front Office, Housekeeping, F&B, Spa, Sales, Events, and MODs to ensure seamless guest execution.
Support the arrival and departure experience, including guest recognition, luggage coordination, house car requests, and personalized touches.
Stay informed on daily arrivals, departures, groups, events, restaurant activity, spa availability, and property happenings.
Help ensure guests are aware of Estate offerings, including Clementine, The Spa at Estate Yountville, Fox Bar, wine tastings, live music, bikes, house car service, wellness offerings, and resort amenities.
Model luxury service behaviors aligned with Forbes Travel Guide standards.
Use guest names naturally, close interactions graciously, and demonstrate genuine interest in each guest.
Handle guest concerns with calm, ownership, urgency, and professionalism.
Escalate guest issues when needed while maintaining clear communication and follow-through.
Support internal service standards, role-play training, and continuous improvement initiatives.
Identify opportunities to elevate guest touchpoints and improve the overall guest journey.
Monitor and respond to guest requests through phone, email, text, ALICE, Opera, Revinate, or other applicable systems.
Maintain accurate documentation of guest preferences, requests, confirmations, and service recovery notes.
Prepare guest itineraries, confirmation details, welcome notes, and special occasion communication as needed.
Assist with maintaining guest-facing collateral, local guides, maps, menus, and experience materials.
Communicate clearly with leadership and cross-functional teams to ensure requests are executed completely.