Director of Guest Services

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Job description

Our Company & Our Property

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 and #AlwaysAuberge.

About Solage, Auberge Resorts Collection

Solage, Auberge Resorts Collection, redefines "fun" in the heart of California wine country with 100 design-focused and environmentally conscious studios, each featuring complimentary cruiser bicycles for guests use and a 130-foot landmark swimming pool. A local favorite and destination for foodies, the resort is home to acclaimed signature restaurant Solbar, which offers a living menu that has no borders and is guided by the seasons. The award-winning Spa Solage offers 20,000 square feet of health and wellness with 14 treatment rooms, Bathhouse, state-of-the-art gym and a Yoga & Movement Studio with complimentary daily fitness classes.

Role Summary

Join our team as the Director of Guest Services and become one of the authors of our story. The Director of Guest Services will oversee all aspects of Guest Services including Guest Reception, Bell/Valet, Security, and PBX ensuring that the quality of service meets the resort's standards. They will act as a senior manager when the division head is unavailable. The Director of Guest Services will lead with our ENRICH values thereby creating and supporting a cohesive team and will be key in building interdepartmental collaboration.

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:

* Handling guest complaints and maximizing the financial performance of the resort by providing the highest possible guest service and product.

* Troubleshoot challenges with both guests and associates to ensure service levels exceed guest expectations by maintaining an environment in which our vision and mission thrives.

* Maximize the financial performance of the hotel by providing the highest possible guest service and product

* Responsibilities include check-in/check-out of guests, reservations, PBX, prepare and deliver room service orders as necessary, attending to guest questions and needs and general oversight of hotel activity.

* Maintain complete knowledge at all times of:

* c) All room rates, special packages and promotions;

d) Daily house count and expected arrivals/departures;

e) Room availability status for any given day; and

f) Scheduled daily group activities.

* Assist with Concierge, Front Desk, Reservations, PBX, Bellman, Valet, and Housekeeping services in the absence of appropriate staffing

* Prepare weekly staff schedules adhering to labor standards as outlined

Required Qualifications

Ideal candidate will have high-end, luxury hotel experience, as well as front office, managerial experience. Must have a flexible schedule and be able to work weekends and holidays.

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, we look forward to your application to speaking with you about becoming part of our family.

Solage is an Equal Opportunity Employer, M/F/D/V. Solage 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, Solage 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 management position

This is a management positions position