Guest Experience Manager

Boardwalk IG Management LLC • Yountville, CA

7d

About The Position

Nestled on 22 acres of breathtaking landscapes in the heart of Napa Valley, Estate Yountville is not only a luxurious retreat but has also been named one of the best hotels in California by Condé Nast Traveler in 2024. Voted the most beautiful boutique hotel in Napa Valley, the Estate is a true gem, offering 192 elegantly appointed guest rooms, a private vineyard, and world-class amenities. Guests enjoy two serene pools, a spa with 12 luxurious treatment rooms and suites, and over 55,000 square feet of exceptional event spaces. With culinary offerings that harmonize the bounty of Northern California with European elegance, Estate Yountville invites you to experience a haven of exclusivity and refined beauty.

The
Guest Experience Manager leads the Guest Experience team and ensures exceptional service throughout the entire guest journey. This role oversees daily guest service operations, resolves concerns, and collaborates with departments to deliver a seamless, high-quality hospitality experience.

Requirements

• Bachelor’s degree in Hospitality Management or a related field (required).
• Previous leadership experience in hospitality, guest services, or a related customer-focused environment.
• Strong leadership, communication, and problem-solving skills.
• Excellent customer service skills with the ability to resolve guest concerns professionally.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays as needed.

Responsibilities

• Lead, supervise, and support the Guest Experience team, providing training, coaching, and ongoing development to maintain exceptional service standards.
• Oversee daily guest service operations including arrival experience, departures, guest inquiries, and special requests to ensure seamless service.
• Create and maintain a warm, professional, and welcoming atmosphere for all guests from arrival through departure.
• Act as the primary escalation point for guest concerns or service issues, resolving matters promptly and professionally while upholding company standards.
• Monitor guest feedback, online reviews, and satisfaction metrics, implementing improvements that enhance the overall guest journey.
• Collaborate closely with housekeeping, maintenance, food & beverage, and other departments to ensure a coordinated and elevated guest experience.
• Maintain accurate operational reports and guest service records, identifying trends and opportunities for service enhancements.
• Support operational planning and implement service strategies that improve efficiency while maintaining high hospitality standards.
• Conduct regular team meetings, training sessions, and performance evaluations to promote accountability, engagement, and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager