Itinerary Designer - Hybrid Possible (Calistoga, CA)

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 curating one of a kind itineraries for all guests traveling to Solage through pre-arrival outreach. Through phone, text and email, our Itinerary Designers will create bespoke itineraries for each guest traveling to Solage. Itinerary designers will communicate with our guests to obtain guest information and preferences to book detailed itineraries including but not limited to dining reservations, spa reservations, special programming and off-site experiences. This role has the option of a hybrid work environment after 6 months of on-site experience.

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:

• Create a fluid and cohesive guest experience and itinerary
• Create a genuine connection with our guests
• Communicate with appropriate departments regarding guest programming
• Utilize all systems and procedures to book, schedule, plan and design guest itineraries
• Ensure guest name usage in all interactions
• Coordinate and execute all guest requests and questions in a timely manner
• Utilize training materials and maintain complete knowledge of property including but not limited to:
  • All property facilities, services offered and hours of operation
  • All room types, layouts, decor, attributes and locations
  • Daily stats, including availability, arrivals and departures
  • Entertainment and special events scheduled on property and in the area
  • Directions to/from property to varied locations
  • General information, descriptions, and directions to all local services, restaurants and adventures
• Work together as a team with the Guest Services team to ensure a smooth and seamless operation
• Promote and upsell guest programming to increase guest ancillary spend
• Follow all Auberge Service Standards
• Capture and record guest data and preferences into the PMS (Opera)

• Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, guest needs and professional telephone interaction

• Ability to work cohesively with other departments and individuals as part of a team

• Ability to think critically and solve problems as they arise

• Ability to be a clear thinker and remain calm under pressure

• Ability to maintain confidentiality of guest information and designated resort data

• A genuine affinity for interacting with guests and team members alike
• Familiarity with the Napa Valley area, its geography, recreation, restaurants, events, sights and other attractions
• Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, guest needs and professional telephone interaction

• Minimum 1 year experience as a Concierge or Front Desk Agent
• Proficiency in Gmail and GSuite
• Proficiency in OPERA and ALICE
• Ability to work cohesively with other departments and individuals as part of a team
• Ability to think critically and solve problems as they arise
• Ability to be a clear thinker and remain calm under pressure
• Ability to maintain confidentiality of guest information and designated resort data
• Drive to learn multiple computer programs and continually refine processes
• Be knowledgeable about all guests and groups arriving to Solage
• Perform other duties as directed, developed or assigned

Physical Demands

• Must have the ability to move/maneuver in an office environment.

• Seated work at an office workstation makes up the majority of physical activity

The starting pay rate for this position is $25.00 per hour. This is the pay rate for this position that Solage reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education. 

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: Front Office
This is a non-management position
This is a hourly positions position