Senior Estate Host Concierge

Job Summary

Required Qualifications

• •10+ years Concierge and/or Hospitality role
• •Experience with Forbes Five-Star Standards
• •Bachelors or Associates Degree
• •Valid CA Driver's License
• •Wine Education/Knowledge - Court of Master Sommeliers, WSE
• •Must be able and willing to safely operate a golf cart as part of regular job responsibilities
• •Must protect guest and member confidentiality and exercise discretion at all times
• •Must comply with all Meadowood policies, safety procedures, service standards, Forbes standards, and departmental protocols
• •Must successfully complete all required company training programs
• •Must maintain proficiency in applicable hotel systems, CRM platforms, itinerary-building tools, and other technology required for the position
• •Ability to stand and walk for extended periods of time
• •Ability to sit and work at a computer, telephone, or workstation for extended periods
• •Ability to bend, reach, stoop, and perform routine physical movements associated with guest service responsibilities
• •Ability to lift and carry up to 25 pounds
• •Ability to safely operate a golf cart in accordance with Meadowood policies and safety procedures
• •Ability to safely navigate indoor and outdoor areas throughout the property
• •Manual dexterity sufficient to operate computers, telephones, tablets, golf carts, and other equipment necessary to perform the position
• •Must be available to work a flexible schedule based on resort operations and guest needs
• •Weekend and holiday availability is required
• •Must be available to work mornings, evenings, and varying shifts as business and guest needs require
• •Regular and reliable attendance is an essential requirement of the position
• •Must maintain a polished, professional appearance and adhere to Meadowood grooming and service standards
• •Must be able to effectively lead and coach others
• •Must be able to effectively manage multiple guest requests simultaneously
• •Must be able to effectively resolve guest complaints and challenges
• •Must be able to effectively communicate with guests from diverse backgrounds
• •Must be able to effectively manage time and prioritize tasks
• •Must be able to effectively work in a fast-paced environment
• •Must be able to effectively collaborate with cross-functional teams
• •Must be able to effectively use hotel operating systems
• •Must be able to effectively use Excel, Word, and PowerPoint
• •Must be able to effectively use CRMs
• •Must be able to effectively use Concierge Itinerary Building Tools
• •Must be able to effectively plan and execute guest itineraries
• •Must be able to effectively manage guest relationships
• •Must be able to effectively anticipate guest needs
• •Must be able to effectively deliver personalized service
• •Must be able to effectively maintain guest databases
• •Must be able to effectively follow up with guests
• •Must be able to effectively communicate with guests via telephone and email
• •Must be able to effectively represent the property and its affiliated entities
• •Must be able to effectively embody the culture, values, and service philosophy
• •Must be able to effectively foster a collaborative and supportive team environment
• •Must be able to effectively serve as a role model
• •Must be able to effectively make informed decisions independently
• •Must be able to effectively apply specialized knowledge and experience independently
• •Must be able to effectively manage priorities and execute responsibilities with efficiency
• •Must be able to effectively read people and intuit needs, interests, and preferences
• •Must be able to effectively use thoughtful questions, conversation, and observation of body language
• •Must be able to effectively guide service
• •Must be able to effectively exercise strong discretion, sound judgment, and protect guest privacy
• •Must be able to effectively take ownership of guest challenges
• •Must be able to effectively resolve concerns with professionalism and grace
• •Must be able to effectively show genuine care and concern for guests, colleagues, and the property
• •Must be able to effectively provide anticipatory, intuitive service
• •Must be able to effectively deliver thoughtful, personalized guest care
• •Must be able to effectively be warm, gracious, and genuinely engaging
• •Must be able to effectively have an innate passion for hospitality
• •Must be able to effectively be self-motivated, disciplined, and solution-oriented
• •Must be able to effectively serve as a positive ambassador
• •Must be able to effectively communicate with clarity and polish
• •Must be able to effectively demonstrate strong verbal, written, and technical skills
• •Must be able to effectively present a consistently polished, well-groomed, and professional appearance
• •Must be able to effectively remain calm, flexible, and solutions-oriented
• •Must be able to effectively work in a fast-paced luxury environment
• •Must be able to effectively be well-educated, well-read, and well-traveled
• •Must be able to effectively have a refined perspective on luxury hospitality
• •Must be able to effectively stay ahead of trends in wine, culinary, fitness, and cultural experiences
• •Must be able to effectively cultivate and strengthen relationships within the Napa Valley community
• •Must be able to effectively collaborate across all resort departments
• •Must be able to effectively deliver all service interactions in accordance with Forbes standards
• •Must be able to effectively identify opportunities to surprise and delight guests
• •Must be able to effectively support Estate Hosts in crafting immersive, highly personalized itineraries
• •Must be able to effectively analyze guest history, preferences, and stay patterns
• •Must be able to effectively proactively recommend tailored experiences and amenities
• •Must be able to effectively capture feedback to continuously elevate future stays
• •Must be able to effectively respond to telephone calls and emails in a timely, professional manner
• •Must be able to effectively maintain consistent and thoughtful communication throughout the guest journey
• •Must be able to effectively monitor all arrivals and departures
• •Must be able to effectively ensure all preferences and requests are flawlessly executed
• •Must be able to effectively provide a warm welcome, property orientation, and itinerary overview upon arrival
• •Must be able to effectively conduct thoughtful pre-arrival outreach and post-stay follow-up
• •Must be able to effectively maintain an organized and accurate database of loyal guests
• •Must be able to effectively create personalized experiences that foster guest loyalty
• •Must be able to effectively serve as a dedicated point of contact
• •Must be able to effectively build meaningful relationships through a deep understanding of each guest's preferences and motivations
• •Must be able to effectively collaborate closely with the Estate Hosts
• •Must be able to effectively serve as a primary point of contact for each guest throughout their journey
• •Must be able to effectively draw upon a wealth of knowledge and experience
• •Must be able to effectively thoughtfully support the team in anticipating and fulfilling every guest request
• •Must be able to effectively understand and thoughtfully nurture the reasons for visiting Napa Valley
• •Must be able to effectively curate each detail of the experience through expert planning, genuine care, and gracious hospitality
• •Must be able to effectively meet monthly outreach goals that promote on-property amenities
• •Must be able to effectively attend departmental and leadership meetings
• •Must be able to effectively contribute insights and recommendations
• •Must be able to effectively support team alignment and uphold consistency across the Estate Host program
• •Must be able to effectively maintain professionalism in all instances and interactions
• •Must be able to effectively complete all required trainings and participate in ongoing development
• •Must be able to effectively achieve proficiency in all hotel systems, programs, and procedures
• •Must be able to effectively adhere to all departmental and property-wide standards and protocols
• •Must be able to effectively be warm, gracious, and genuinely engaging
• •Must be able to effectively provide anticipatory, intuitive service before and throughout each stay
• •Must be able to effectively show genuine care and concern for guests, colleagues, and the Meadowood property
• •Must be able to effectively take ownership of guest challenges, resolving concerns with professionalism and grace
• •Must be able to effectively apply a strong ability to read people and intuit needs, interests, and preferences
• •Must be able to effectively exercise strong discretion, sound judgment, and protect guest privacy at all times
• •Must be able to effectively be highly organized and detail-oriented
• •Must be able to effectively apply specialized knowledge and experience independently while managing priorities and executing responsibilities with efficiency
• •Must be able to effectively act as a positive ambassador of Meadowood Napa Valley
• •Must be able to effectively communicate with clarity and polish through strong verbal, written, and technical skills
• •Must be able to effectively present a consistently polished, well-groomed, and professional appearance
• •Must be able to effectively be self-motivated, disciplined, and solution-oriented
• •Must be able to effectively leverage experience and knowledge to make informed decisions independently
• •Must be able to effectively be well-educated, well-read, and well-traveled
• •Must be able to effectively remain calm, flexible, and solutions-oriented in a fast-paced luxury environment
• •Must be able to effectively be able to stand and walk for extended periods of time
• •Must be able to effectively be able to sit and work at a computer, telephone, or workstation for extended periods
• •Must be able to effectively be able to bend, reach, stoop, and perform routine physical movements associated with guest service responsibilities
• •Must be able to effectively be able to lift and carry up to 25 pounds
• •Must be able to effectively be able to safely operate a golf cart in accordance with Meadowood policies and safety procedures
• •Must be able to effectively be able to safely navigate indoor and outdoor areas throughout the property
• •Must be able to effectively be able to have manual dexterity sufficient to operate computers, telephones, tablets, golf carts, and other equipment necessary to perform the position
• •Must be able to effectively be able to work a flexible schedule based on resort operations and guest needs
• •Must be able to effectively be able to work weekends and holidays
• •Must be able to effectively be able to work mornings, evenings, and varying shifts as business and guest needs require
• •Must be able to effectively be able to have regular and reliable attendance
• •Must be able to effectively be able to maintain a polished, professional appearance and adhere to Meadowood grooming and service standards
• •Must be able to effectively be able to safely operate a golf cart as part of regular job responsibilities
• •Must be able to effectively be able to complete any required Meadowood golf cart safety training
• •Must be able to effectively be able to protect guest and member confidentiality and exercise discretion at all times
• •Must be able to effectively be able to comply with all Meadowood policies, safety procedures, service standards, Forbes standards, and departmental protocols
• •Must be able to effectively be able to successfully complete all required company training programs
• •Must be able to effectively be able to maintain proficiency in applicable hotel systems, CRM platforms, itinerary-building tools, and other technology required for the position
• •Must be able to effectively be able to perform other duties as assigned
• •Must be able to effectively be able to have a valid California Driver's License
• •Must be able to effectively be able to have Les Clef d'Or Membership
• •Must be able to effectively be able to have experience with Hotel Operating Systems
• •Must be able to effectively be able to have experience with Excel, Word, PowerPoint
• •Must be able to effectively be able to have experience with CRMs
• •Must be able to effectively be able to have experience with Concierge Itinerary Building Tools
• •Must be able to effectively be able to have Wine Education/Knowledge
• •Must be able to effectively be able to have a Bachelors or Associates Degree
• •Must be able to effectively be able to have Experience with Forbes Five-Star Standards
• •Must be able to effectively be able to have 10+ years Concierge and/or Hospitality role
• •Must be able to effectively be able to be able to stand and walk for extended periods of time
• •Must be able to effectively be able to be able to sit and work at a computer, telephone, or workstation for extended periods
• •Must be able to effectively be able to be able to bend, reach, stoop, and perform routine physical movements associated with guest service responsibilities
• •Must be able to effectively be able to be able to lift and carry up to 25 pounds
• •Must be able to effectively be able to be able to safely operate a golf cart in accordance with Meadowood policies and safety procedures
• •Must be able to effectively be able to be able to safely navigate indoor and outdoor areas throughout the property
• •Must be able to effectively be able to be able to have manual dexterity sufficient to operate computers, telephones, tablets, golf carts, and other equipment necessary to perform the position
• •Must be able to effectively be able to be able to work a flexible schedule based on resort operations and guest needs
• •Must be able to effectively be able to be able to work weekends and holidays
• •Must be able to effectively be able to be able to work mornings, evenings, and varying shifts as business and guest needs require
• •Must be able to effectively be able to be able to have regular and reliable attendance
• •Must be able to effectively be able to be able to maintain a polished, professional appearance and adhere to Meadowood grooming and service standards
• •Must be able to effectively be able to be able to safely operate a golf cart as part of regular job responsibilities
• •Must be able to effectively be able to be able to complete any required Meadowood golf cart safety training
• •Must be able to effectively be able to be able to protect guest and member confidentiality and exercise discretion at all times
• •Must be able to effectively be able to be able to comply with all Meadowood policies, safety procedures, service standards, Forbes standards, and departmental protocols
• •Must be able to effectively be able to be able to successfully complete all required company training programs
• •Must be able to effectively be able to be able to maintain proficiency in applicable hotel systems, CRM platforms, itinerary-building tools, and other technology required for the position
• •Must be able to effectively be able to be able to perform other duties as assigned
• •Must be able to effectively be able to be able to have a valid California Driver's License
• •Must be able to effectively be able to be able to have Les Clef d'Or Membership
• •Must be able to effectively be able to be able to have experience with Hotel Operating Systems
• •Must be able to effectively be able to be able to have experience with Excel, Word, PowerPoint
• •Must be able to effectively be able to be able to have experience with CRMs
• •Must be able to effectively be able to be able to have experience with Concierge Itinerary Building Tools
• •Must be able to effectively be able to be able to have Wine Education/Knowledge
• •Must be able to effectively be able to be able to have a Bachelors or Associates Degree
• •Must be able to effectively be able to be able to have Experience with Forbes Five-Star Standards
• •Must be able to effectively be able to be able to have 10+ years Concierge and/or Hospitality role
• •Must be able to effectively be able to be able to be able to stand and walk for extended periods of time
• •Must be able to effectively be able to be able to be able to sit and work at a computer, telephone, or workstation for extended periods
• •Must be able to effectively be able to be able to be able to bend, reach, stoop, and perform routine physical movements associated with guest service responsibilities
• •Must be able to effectively be able to be able to be able to lift and carry up to 25 pounds
• •Must be able to effectively be able to be able to be able to safely operate a golf cart in accordance with Meadowood policies and safety procedures
• •Must be able to effectively be able to be able to be able to safely navigate indoor and outdoor areas throughout the property
• •Must be able to effectively be able to be able to be able to have manual dexterity sufficient to operate computers, telephones, tablets, golf carts, and other equipment necessary to perform the position
• •Must be able to effectively be able to be able to be able to work a flexible schedule based on resort operations and guest needs
• •Must be able to effectively be able to be able to be able to work weekends and holidays
• •Must be able to effectively be able to be able to be able to work mornings, evenings, and varying shifts as business and guest needs require
• •Must be able to effectively be able to be able to be able to have regular and reliable attendance
• •Must be able to effectively be able to be able to be able to maintain a polished, professional appearance and adhere to Meadowood grooming and service standards
• •Must be able to effectively be able to be able to be able to safely operate a golf cart as part of regular job responsibilities
• •Must be able to effectively be able to be able to be able to complete any required Meadowood golf cart safety training
• •Must be able to effectively be able to be able to be able to protect guest and member confidentiality and exercise discretion at all times
• •Must be able to effectively be able to be able to be able to comply with all Meadowood policies, safety procedures, service standards, Forbes standards, and departmental protocols
• •Must be able to effectively be able to be able to be able to successfully complete all required company training programs
• •Must be able to effectively be able to be able to be able to maintain proficiency in applicable hotel systems, CRM platforms, itinerary-building tools, and other technology required for the position
• •Must be able to effectively be able to be able to be able to perform other duties as assigned
• •Must be able to effectively be able to be able to be able to have a valid California Driver's License
• •Must be able to effectively be able to be able to be able to have Les Clef d'Or Membership
• •Must be able to effectively be able to be able to be able to have experience with Hotel Operating Systems
• •Must be able to effectively be able to be able to be able to have experience with Excel, Word, PowerPoint