Guest Services Manager
$78,000–$78,000 year
On-siteNapa, California, United States
Job Summary
Oversee, mentor, and lead Ranch Host and Beehive team members through every stage of the guest journey, from pre-arrival through check-out and post-stay follow-up. Partner with the Director of Front Office Operations and other Resort Operations leaders to optimize daily operations and elevate the guest experience. Utilize available tools to deliver timely, thoughtful, and personalized guest communications while coaching team members to do the same. Foster a collaborative, service-focused environment that ensures operational consistency and exceptional guest satisfaction. Drive continuous improvement in both guest and team member satisfaction while supporting the department's financial performance and operational goals. Ensure compliance with all Work Rules, Safety Standards, and Standards of Conduct outlined in the Employee Handbook. Build and maintain positive, professional working relationships with fellow leaders, supervisors, and team members across departments.
Required Qualifications
- Minimum of one year of leadership or supervisory experience in a Front Office department within a luxury hotel or resort
- Demonstrated ability to communicate effectively and provide clear, concise, and professional direction, coaching, and guidance to team members
- Passion for delivering exceptional guest service and a genuine commitment to creating memorable experiences in a luxury hospitality environment
- Proficiency with multiple computer systems and a strong understanding of hotel operations, Front Office procedures, and hospitality best practices
- High school diploma or equivalent
- RBS - Alcohol Training Certification (within 30 Days of Hire)
- Ability to stand and/or sit for extended periods, up to 8 hours per shift
- Ability to lift, carry, push, and pull up to 35 pounds with or without reasonable accommodation
Desired Qualifications
- Bachelor's degree in Hospitality Management, Business, or a related field
- Prior experience with Opera Cloud
- Multilingual skills (specifically Spanish)
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