Estate Host/concierge

2 weeks ago

Saint Helena, United States Meadowood Resort LLC Full time

At Meadowood, gracious hospitality defines the style of service and timeless, natural beauty, the sense of place. A rich company culture inspires staff to achieve the highest service standards in hospitality. Join the Meadowood team and experience the pride and teamwork of working alongside a dedicated team of professionals in a truly beautiful setting.

**Position Summary**

Meadowood Napa Valley provides an enhanced guest recognition and referral program building on our 50-year legacy of strong and impactful relationships, cultivating frequent and loyal patrons who choose to call Meadowood Napa Valley their home and center for wine and cultural enrichment in Napa Valley. Meadowood Estate Hosts and the Concierge Team are the main points of contact for each Meadowood guest before, during, and after their stay. Guests experience a true sense of gracious and personalized hospitality, feeling as if they have been welcomed into our home, and that their motivations for visiting Napa Valley are seen and fully nourished with an expert level of planning and care.

***Position Responsibilities & Work Activities**
- Create personalized experiences for guests that encourage loyal and long-term patronage
- Review arrival reports and make necessary changes regarding guest information, preferences, and schedule
- Conduct pre-arrival guest outreach and follow-up
- Build out guest experiences with one point of contact for current and future stays
- Build deep relationships and continued understanding of the motivation for our guests’ visits
- Gather a clean database of our loyal patrons, upholding an organized and consistent system of follow-up
- Support all Estate Hosts in building out immersive itineraries, unique to the guest interests
- Maintain and build close relationships with partner wineries, restaurants, and cultural centers in Napa Valley and beyond
- Collaborate with on premise teams leading into the guest stay-Housekeeping, Bell, Culinary, The Spa, The Wine Center, The Napa Valley Reserve.
- Collaborate with all Estate Hosts to curate guest rooms and amenities to the guests' expressed preferences
- Provide welcome and property acclimation and itinerary overview for guests upon arrival
- Record all guest feedback with the purpose of exceeding expectations on future stays
- Continually self-educate, staying ahead of trends in the interests of our guests that pertain to wine, culinary, sports, culture, etc.
- Participate in any required team or hotel training and completing required assignments
- Become proficient with all required hotel programs and procedures, with the ability to pass training and testing on each throughout continued employment
- Follow all department specific and hotel wide Forbes standards

**Estate Host Attributes**
- Bright, warm, and gracious with the ability and desire to connect with our guests
- Demonstrates an innate and deep passion for hospitality and the care of guests
- Applies an intuitive ability to read people and identify need states and interests-taking queues through intuitive questions, conversations and body language
- Well-educated, well read, well-traveled-continually self-educating on wine, culinary, and cultural programming on the property, throughout Napa Valley, and beyond; always staying relevant with current knowledge and trends as it pertains to the guest experience
- Ability to exercise strong discretion and good judgement with colleagues and guests
- Ability to work in an extremely organized and independent manner with limited supervision
- Self-starting, self-disciplined, and solutions-oriented within job requirements
- Consistently show genuine care and concern for guests and the Meadowood property
- Ability to maintain strong relationships with current and future guests
- Cultivate and grow relationships in the Napa Valley community - wineries, restaurants, art organizations, transportation providers, etc.
- Act as a positive representative and advocate of Meadowood Napa Valley, including The Napa Valley Reserve and the Wine Center, Harlan winery domains, and the Charter Oak in the community
- Exercise discretion and guard the privacy of guests
- Serve as a leader and role model for Meadowood Napa Valley culture
- Excellent at building teamwork
- Offers anticipatory and intuitive service for guests prior to and during stays
- Applies exceptional attention to detail and follow through
- Articulate with excellent communication and writing skills
- Well dressed and groomed

**Experience Requirements**
- 2-3 years Hotel/Hospitality Leadership Role
- Outlook, Excel, Word
- Hotel Operating Systems - i.e., V1 or Opera
- Concierge Itinerary Building Tools
- Driver’s license
- Wine Education or Knowledge - Court of Master Sommeliers, WSET or equivalent working experience**Benefits**:

- Health insurance
- Vision insurance
- Dental insurance
- 401(k) matching
- Employee discount
- Flexible spending account
- Health savings account
- Life insurance
- Pet insurance
-

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