Guest Service Manager

Auberge Collection•Rutherford, CA

11d•$85,000 - $90,000

About The Position

The Guest Service Manager provides overall leadership, operational excellence, and strategic direction for Auberge du Soleil’s Guest Services department. Reporting to the Director of Rooms, the role oversees Front Office, Concierge, Bell, Valet, and Assistant Guest Service Managers to deliver seamless, personalized service throughout the guest journey. As a leader in the Rooms Division, the manager models genuine hospitality, attention to detail, and a commitment to Forbes Five-Star standards, Auberge Collection’s Promises & Practices, and the property’s luxury positioning. The role leads and develops a high-performing team, champions guest experience and service recovery, directs daily Front Office and related operations, and supports departmental financial performance. It also coordinates with other departments, maintains effective use of property systems and guest information, and identifies improvements to workflows and service delivery. The position requires a hands-on, emotionally intelligent hospitality leader with strong guest-relations, operational, financial, and people-development capabilities. The stated starting salary is $85,000–$90,000 per year. Individual pay decisions may consider experience, education, and other factors.

Requirements

Minimum of 3–5 years of progressive experience in ultra-luxury hotel or resort operations, including at least 3 years in a management capacity.
Exceptional leadership, interpersonal communication, and relationship-building skills.
High emotional intelligence, sound judgment, and ability to remain composed under pressure.
Demonstrated ability to coach, inspire, and hold team members accountable while maintaining a supportive work environment.
Strong organizational and prioritization skills, problem-solving ability, and a proactive, solutions-oriented approach.
Financial literacy, including experience with departmental budgets, labor management, productivity, and operational reporting.
Exceptional attention to detail and commitment to elevated service standards.
Strong written and verbal communication skills.
Ability to exercise discretion and maintain confidentiality when handling sensitive guest and team-member information.
Proficiency in hotel property management systems and guest-service technology.
Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
Ability to interpret operational reports, occupancy forecasts, guest satisfaction metrics, and financial information.
Adaptability to new systems, technology, and evolving operational processes.
Flexibility to work varying schedules based on business demands.

Nice To Haves

Previous experience overseeing multiple Front Office functions, including Guest Services, Concierge, Bell, and/or Valet.
Experience in a Forbes Five-Star, AAA Five Diamond, or comparable ultra-luxury hospitality environment.
Knowledge of Napa Valley hospitality, local experiences, dining, wineries, and destination offerings.
Familiarity with OPERA, ALICE, WAY, Springer-Miller Systems (SMS), and Delphi.

Responsibilities

Lead and oversee Guest Services operations, including Assistant Guest Service Managers, Guest Service Agents, Concierge, Bell, and Valet.
Coach, mentor, and develop managers and team members; set expectations, conduct performance evaluations, and create development plans.
Partner with Talent & Culture on recruiting, onboarding, training, performance management, and succession planning.
Foster an inclusive, collaborative work environment and conduct departmental meetings, briefings, and service training.
Champion the guest experience throughout pre-arrival, arrival, stay, departure, and post-stay interactions.
Coordinate VIP arrivals, repeat guests, special occasions, and guests requiring additional attention; maintain detailed guest profiles.
Engage with guests, resolve escalated concerns, and monitor feedback and service-recovery trends for improvement opportunities.
Ensure consistent execution of Forbes Five-Star standards, internal quality expectations, and departmental procedures.
Collaborate with other departments and external partners to create personalized guest experiences and strengthen guest loyalty.
Direct Front Office operations, including arrivals, departures, registration, room assignments, cashiering, billing, and guest communications.
Review arrivals, departures, occupancy forecasts, VIP reports, and special requests to prepare for daily operations.
Partner with Reservations and Revenue Management on room assignments, upgrades, inventory, and revenue opportunities.
Oversee Bell and Valet operations and ensure Concierge provides personalized destination recommendations and arrangements.
Maintain accurate, confidential guest information and financial transactions; conduct inspections of guest-facing areas.
Maintain appropriate staffing, supplies, equipment, and resources; serve as Manager on Duty when assigned and respond to emergencies and operational challenges.
Support departmental budgets, forecasts, and financial objectives; manage labor, payroll, overtime, purchasing, and operating expenses.
Review reports and key performance indicators, identify efficiency and revenue opportunities, and maintain financial controls.
Coordinate with the Director of Rooms and departments including Housekeeping, Engineering, Food & Beverage, Spa, Events, Sales, and Reservations.
Ensure effective shift handovers and represent Guest Services in leadership meetings and property initiatives as assigned.
Maintain working knowledge of property management and guest-service systems, support team training, and ensure accurate system use and data entry.
Evaluate workflows, procedures, and technology opportunities and recommend improvements to service consistency and operational performance.