BeeHive / Guest Services Supervisor

4 days ago

Napa, United States Stanly Ranch Full time
Job DescriptionJob DescriptionCompany Description

A private Napa Ranch cultivating the future of wellbeing. Stanly Ranch - a land that was established with legacy in mind and furthers its progression now with enlightened 21st century ideals. A vanguard in the movement toward holistic wellbeing, Stanly Ranch empowers an immersive agricultural experience intended to not only revitalize those lucky enough to visit, but to leave them transformed. Guests, owners, and locals alike will be captivated by an active and engaged private ranch lifestyle uniquely curated to nourish the mind, body, and soul through a rare connection to the land and its bounty.

Job Description

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 teammates.   Within this, the key responsibilities for this position are:

General

  • Spearhead training for new agents and phone operators alongside the DOGS and DOFO

  • Monitor the team’s meal breaks

  • Review checklist for completion and delegate if needed. 

  • Maintain complete knowledge of:

    • All resort facilities/services/hours of operation;

    • Entertainment/special events scheduled in resort;

    • Guest functions taking place, including guest names, location of events.

    • How to utilize Property Management System (Opera)

    • How to utilize Point of Sale System (Lightspeed)

  • Maintain discretion and confidentiality of all guests and hotel information 

  • Accommodate all requests in a friendly manner. If unable to accommodate guest requests always offer alternative options

  • Handle guest complaints or problems immediately, ensuring guest satisfaction. Communicate all of the above to management to ensure communication to all necessary departments

  • Demonstrate punctuality and reliability

  • Clearly and pleasantly communicate in English, both verbally and in writing, using correct spelling and grammar, with guests, co-workers and management to their understanding

  • Maintain familiarity of all key resort personnel, owners, partners and key positions of all Auberge Resorts

  • Focus on very personalized and individual service.

  • Must work well with others as well as work alone

  • Effective Problem Resolution: 

  • Well groomed, professional appearance

  • Be able to multitask and wear many hats 

Beehive

  • Maintain complete knowledge of In-room dining order taking, procedures and menus

  • Answer all hotel incoming phone calls and connect to the appropriate department, guest, or outlet

  • Answer department telephones within three rings, using correct greeting and telephone etiquette

  • Provide weekly training to the team alongside DOGS when it comes to billing, AMEX FHR, rate codes, etc. 

  • Monitor the team's meal breaks. 

  • Review Alice SMS and ensure guests have been answered to. Delegate tasks if needed.

Guest Services

  • Greet and welcome guests with a warm, friendly and caring attitude and professionalism. 

  • Provide exceptional guest service and is able to go above and beyond guests expectations.

  • Demonstrate effective communication and interpersonal skills

  • Handling guest check in and check out,  including correct settling of guest folios. 

  • Handle Concierge itinerary prior and during guests visit.

  • Delegate open folios and gift certificates. Ensure each team member understands both tasks. 

  • Scan same day arrivals, and check that an amenity/card or FHR welcome letter has been printed. 

  • Review amenity cards before leaving for the day

Rate of Pay: $25 per hour

Qualifications

Required Qualifications

  • Great communication skills

  • Confidence and ability to perform under pressure

  • Ability to answer a high volume of phone calls

  • Ability to work a flexible schedule, including weekends and holidays, according to department needs

  • Strong knowledge of the Valley and surroundings 

  • Naturally warm, friendly and caring personality 

  • Must be fluent in oral and written English, Spanish is a plus

 Preferred Qualifications

  • Prior experience in a luxury environment

  • High school or equivalent (Preferred)

  • Hotel experience: 2 years (Preferred)

  • Knowledge of Opera and Alice hotel systems(Preferred)



Additional Information

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 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 Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

SRGA Resort LP is an Equal Opportunity Employer, M/F/D/V. SRGA Resort LP 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, SRGA Resort LP 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.

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