Guest Services Manager
Auberge Collection•Napa, CA
•Onsite
About The Position
The Guest Services Manager oversees the daily operations of the Front Office and PBX (Beehive) teams, ensuring exceptional guest experiences and operational excellence. This leader serves as a coach and mentor to team members and entry-level leaders, fostering their growth while promoting best practices that drive outstanding service, a strong team culture, and exceptional financial performance.
Requirements
- Minimum of one year of leadership or supervisory experience in a Front Office department within a luxury hotel or resort.
- Demonstrated ability to communicate effectively and provide clear, concise, and professional direction, coaching, and guidance to team members.
- Passion for delivering exceptional guest service and a genuine commitment to creating memorable experiences in a luxury hospitality environment.
- Proficiency with multiple computer systems and a strong understanding of hotel operations, Front Office procedures, and hospitality best practices.
- High school diploma or equivalent required.
- RBS - Alcohol Training Certification Required (within 30 Days of Hire)
Nice To Haves
- Bachelor's degree in Hospitality Management, Business, or a related field preferred.
- Prior experience with Opera Cloud
- Multilingual skills (specifically Spanish).
Responsibilities
- Oversee, mentor, and lead Ranch Host and Beehive team members through every stage of the guest journey, from pre-arrival through check-out and post-stay follow-up.
- Partner with the Director of Front Office Operations and other Resort Operations leaders to optimize daily operations and elevate the guest experience.
- Utilize available tools to deliver timely, thoughtful, and personalized guest communications while coaching team members to do the same.
- Foster a collaborative, service-focused environment that ensures operational consistency and exceptional guest satisfaction.
- Drive continuous improvement in both guest and team member satisfaction while supporting the department's financial performance and operational goals.
- Ensure compliance with all Work Rules, Safety Standards, and Standards of Conduct outlined in the Employee Handbook.
- Build and maintain positive, professional working relationships with fellow leaders, supervisors, and team members across departments.
- Perform other duties and responsibilities as assigned by management.
Benefits
- The starting range for this position is $78,000.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
