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Guest Services Specialist

2 months ago

Yountville, California, United States The Estate Yountville Full time

GUEST SERVICES SPECIALIST

Location: Yountville, CA

Nestled in the picturesque Napa Valley, The Estate Yountville offers an exceptional retreat experience with two luxurious hotels. Surrounded by stunning vineyards and renowned dining establishments, our expansive 22-acre property provides an ideal setting for relaxation and exploration. Guests can enjoy a unique Wine Country experience at our vibrant Hotel Villagio and the serene Vintage House, each offering distinct atmospheres and nearly 200 elegantly appointed rooms and suites.

POSITION OVERVIEW:

The Guest Services Specialist plays a crucial role in delivering outstanding and courteous service to all visitors from their arrival to departure. This position emphasizes engaging guests in meaningful interactions and promptly addressing any concerns. The specialist is available to provide insights on local events and attractions, ensuring a memorable stay for all guests while collaborating with various departments including Sales, Front Office, and Bellman/Van services as needed.

KEY RESPONSIBILITIES:

  • Approach all interactions with guests and colleagues in a warm, service-oriented manner.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
  • Maintain consistent attendance in alignment with hotel standards, adapting to the scheduling needs of the establishment.
  • Exhibit a friendly and welcoming demeanor at all times.
  • Coordinate special events or projects as assigned.
  • Assist guests with any issues related to hotel services.
  • Arrange transportation for guests as required.
  • Provide accurate information regarding hotel features, services, and assistance.
  • Stay informed about daily operations, VIP guests, and special events relevant to the hotel.
  • Offer insights about the local area, including sightseeing recommendations and tour arrangements.
  • Familiarize oneself with hotel policies and hospitality terminology.
  • Be knowledgeable about and assist in emergency procedures as necessary.
  • Maintain a helpful, friendly, and courteous attitude towards all guests, managers, and fellow employees.
  • Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms as needed.
  • Utilize proper radio etiquette when communicating with other staff members.
  • Attend meetings as required by management.
  • Perform additional duties as requested by management.

REQUIRED QUALIFICATIONS:

  • High School diploma or equivalent is required.
  • Coursework in a related field is beneficial.
  • Experience in hospitality or a related field is preferred.
  • Ability to convey information and ideas clearly.
  • Quick and accurate evaluation of alternative courses of action is essential.
  • Ability to perform well in high-pressure situations.
  • Effective problem-solving skills, including anticipating and addressing issues as they arise.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Proficiency in handling financial information and basic arithmetic functions.
  • Maintain composure and objectivity under pressure.

The Estate Yountville offers a competitive compensation and benefits package, along with the opportunity to be part of a dynamic and dedicated team.

The above description is intended to provide a general overview of the responsibilities and requirements for this position. It is not intended to be an exhaustive list of duties or responsibilities. Management reserves the right to assign or reassign duties and responsibilities as necessary.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans)

Compensation details: 23-25 Hourly Wage

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