Role Summary
Join our team and become one of the authors of our story. As part of the Auberge family, you will be responsible for overseeing all aspects of Guest Service including Guest Reception, Bell/Valet, Security and PBX, ensuring that the quality of service meets the resort’s standards.  The FOM will lead with our ENRICH values thereby creating and supporting a cohesive team and will be key in building interdepartmental collaboration.

Key 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:
  • Develop, implement and oversee Guest Experience Programs for leisure guests and guests of note.
  • Develop and implement standards regarding welcome, amenity, escort and farewell for guests of note.
  • Oversee the arrival and departure experiences of guests; manage flow of front drive during high volume and group activity.
  • Collaborate with the Experience Curator to develop new and unique guest experiences.
  • Oversee guests of note during all phases of their guest experience: from pre-arrival to stay follow up.
  • Train and develop Guest Relations Team in resort-specific experiences and Napa Valley attractions and activities.
  • Respond to guest feedback (Trip Advisor, Unifocus, guest experience survey).
  • Yields Cost Control.
  • Review General Ledger.
  • Anticipate guest needs and resolve guest concerns in order to exceed service expectations.
  • Perform duties related to guests of note:  Review group resumes, coordinate amenity delivery, inspect accommodations, extend personal welcome, etc.
  • Act as point of contact for guests of note.
  • Recruit and provide training to staff in service standards, ENRICH values and technical standards.
  • Coaching, counseling, performance reviews and check ins.
  • Oversee MDP program.
  • Support front office as MOD and in other roles when needed.

Required Qualifications
  • Full Time Management Position that requires full flexibility, including the ability to work weekends and holidays and a varied schedule.
  • Previous management experience required, preferably in a luxury setting.
  • Pleasant, polished and professional demeanor.  Exceptional people skills.
  • .
  • Ability to work independently, with minimal supervision.
  • Demonstrated ability to implement and drive programs and procedures within a team.
  • Experience in training and motivating a team.
  • Skilled in communication and collaboration across departments.
  • Excellent written and communication skills in polished business English.
  • Works well under pressure.
Ability to coordinate multiple activities with attention to detail and follow through Ability to take on new responsibilities and roles as the position demands.

Physical Demands and Work Environment
  • Ability to be flexible with job demands and open minded when being asked to complete tasks.
  • Ability to lift and move luggage, boxes, amenities, up to 50 lbs.
  • Ability to operate office equipment.
  • Ability to work varied hours/days as business dictates.
  • Work is primarily indoors and includes both seated, standing and moving.  Ability to work in outdoor environments in various weather conditions, when needed.

Our Company
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. 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, innovative spas, and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts, with 7 in the announced pipeline, 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 Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.

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.

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. 

The successful candidate will have a general understanding of Solage, the Hospitality industry and this position.

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 LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts LLC provides equal employment opportunities (EEO) to all team members 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 LLC complies with applicable state and local laws governing non-discrimination 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 position
This is a management positions position

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