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

Join our team as Director of Rooms and become one of the authors of our story.  The Director of Rooms is the strategic business leader of the property's Rooms department, responsible for planning, developing, implementing and evaluating the quality of property’s rooms. This role works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee engagement, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of Auberge Resorts Collection target customer and team members and provides a return on investment to the owner and company.

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:

  • Leading Rooms Team

    • Champions the brand’s service vision for product and service delivery.

    • Communicates a clear and consistent message regarding departmental goals to produce desired results.

    • Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals.

    • Monitors and promotes room rates, specials, and promotions at the property.

  • Managing Profitability

    • Analyzes service issues and identifies trends.

    • Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

    • Reviews and audits expenses.

  • Managing Revenue Goals

    • Monitors Rooms operations sales performance against budget.

    • Reviews reports and financial statements to determine Rooms operations performance against budget.

    • Coaches and supports the operations team to effectively manage occupancy and rate, wages and controllable expenses.

    • Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

  • Ensuring and Providing Exceptional Customer Service

    • Assist in the development and own the implementation of rooms related guest experiences aligned with Auberge standards and goals

    • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

    • Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

    • Reviews guest feedback with the leadership team and ensure appropriate corrective action is taken.

    • Coordinates and communicates event details both verbally and in writing to the customer and property operations.

    • Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

    • Responds to and handles guest problems and complaints.

    • Uses personal judgment and expertise to enhance the customer experience.

    • Stays available to solve problems and/or suggest alternatives to previous arrangements.

    • Interacts with guests to obtain feedback on product quality and service levels.

    • Stays visible and interfaces with customers on a regular basis to obtain feedback on the quality of the product, service levels and overall satisfaction.

    • Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

    • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

    • Ensures that employees understand expectations and parameters for Room duties.

    • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

  • Managing and Conducting Talent & Culture Activities

    • Interviews and hires employees.

    • Ensures employees are treated fairly and equitably.

    • Ensures that regular, ongoing communication is happening in Rooms (e.g., daily rally, staff meetings).

    • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

    • Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

    • Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

    • Solicits employee feedback, utilizes an “open-door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

    • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

    • Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

    • Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to the team as necessary.

    • Identifies talents of direct reports and their teams and assists with their growth and development plans.

Required Qualifications

  • Minimum of 3-5 years combined Front Office and Housekeeping leadership experience in luxury hotel brand

  • Working knowledge of hospitality departments: Housekeeping, Guest Services, Engineering, Laundry

  • Proven ability to lead a team

  • Ability to work a flexible schedule, including weekends and holidays, according to department needs

  • Computer literate (ability to learn new programs, interact with Excel/Word and GSuite)

  • Outgoing and enthusiastic with a positive attitude

  • Excellent written and verbal English communication skills, including in front of a group, with ability to communicate detailed instructions and hold team accountable for results

  • Strong interpersonal skills, with ability to work with people from a variety of backgrounds.

  • Self-motivated and results oriented

  • Ability to read, analyze and interpret various reports (payroll, financial

  • Ability to perform job functions with attention to detail, speed, and accuracy

Desirable

  • Spanish language competency

  • Bachelor’s degree, Hospitality or Business Administration preferred or equivalent experience

  • Project management experience

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: Rooms
This is a management positions position

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