Company & Property Description
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, and spas, and gracious yet unobtrusive service. With 19 hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection.  Follow us on Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

A century ago, Calistoga was a town centered around its bubbling natural hot springs and the beautiful weather of the Napa Valley. Today, it’s a bucket-list destination for ardent wine lovers, foodies and wellness seekers for its particularly enviable version of the “good life.” Solage was created to reflect its hometown spirit, drawing visitors as well as area vintners who come here after a day in the vineyards to relax over a glass of wine or a craft cocktail and connect.

Role Summary
Provide prompt, courteous and efficient handling of all group guest room reservations, changes, cancellations and information requests for Solage as well as Stanly Ranch and the Inn at Mattei’s Tavern when they open. Creating a genuine, informative, and personalized reservations experience for group contacts and meeting planners.

Core Responsibilities
Please note that this is not an exhaustive list of everything that needs to be done!  Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates.  Within this, the key responsibilities for this position are:

  1. Working with the meeting planners and group contacts for each of the resorts’ groups to ensure a seamless reservations process for each group.

  2. Works closely with front office, engineering, reservations, sales and housekeeping departments to ensure all rooms details are accurate and complete.

  3. Acting as the lead for group call in reservations, providing training to new associates about groups and ongoing coaching to existing associates. 

  4. Blocks group rooms, daily rooms and special request rooms.

  5. Working with the sales managers as well as each resort’s catering teams to ensure a seamless reservations process for each group.

  6. Review all group resumes & ensure all appropriate information is communicated to associates.

  7. Setting the example for Area Reservationists in verbiage and adherence to service standards.

  8. Graciously accommodate guests requests; engaging each individual with a smile and appropriate hospitality greeting using the guest’s name.

  9. Managing of group pickup tracking - active participant in weekly pickup meetings to ensure groups are adhering to contracted timelines.

  10. Maintaining complete knowledge of the resort and other information including the following:

  • All resort facilities/services offered and hours of operation

  • All accommodation types, layout, décor, attributes and locations

  • All accommodation rates, special packages and promotions

  • All spa treatments and offerings, their benefits and costs

  • Daily stats, including availability

  • Entertainment/special events scheduled on property and in the area

  • Directions to the resort from airports and other major landmarks

  • General info, descriptions and directions for local services, restaurants, wineries and points of interests.


Required Qualifications

  1. Minimum two years in a hospitality reservations or guest services position, preferably at a luxury resort. 

  2. Ability to clearly communicate in English both verbal and written. 

  3. Ability to create professional business letter correspondence.

  4. Must possess gracious people and sales skills, excellent phone manner and ability to engage in a positive manner with each and every guest.

  5. Ability to clearly and pleasantly communicate in English, both verbal and written, using correct spelling and grammar, with guests, co-workers and management to their understanding, both in person and by telephone.

  6. Aptitude with computer database systems, Opera and Ivvy preferred.

  7. Intermediate level skills in typing, and Microsoft Office (including Word, Excel, and Outlook).

  8. Ability to work independently, without direct supervision or as part of a cohesive team.

  1. Ability to ascertain the guest's needs and comply with such to ensure caller's satisfaction.

  2. Ability to process written requests for all manner of reservations.

  3. Ability to maintain discretion and confidentiality of all guest and resort information.

  4. Ability to be well organized, maintain concentration, think clearly and follow up.

  5. Ability to focus attention on details, remain calm under pressure and process requests quickly and accurately. Ability to work cohesively with other departments and co-workers as part of a team.

  6. Ability to work midweek, weekends, and holidays.

Desirable

  1. Knowledge of the local geographic area, competitors and business trends.

  2. Knowledge of the spa industry, treatments, and modalities.

  3. Spa experience in a luxury hotel environment.

  4. College coursework in business, communications or hospitality.

What Else?
At Auberge, we are passionate about our mission to be the best-loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories.  Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty.  Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.  If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.


Auberge Resorts Collection is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts Collection provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Auberge Resorts Collection complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Department: Reservations
This is a non-management position
This is a hourly positions position

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