Guest Services Manager

Stanly Ranch, Auberge Collection; Napa (CA); On-site; USD 70,000 - 86,000; Full time

Job summary

Stanly Ranch, Auberge Collection in Napa Valley is seeking a Guest Services Manager to lead the Front Office and PBX teams, delivering exceptional guest experiences and operational excellence. This role partners with Resort Operations leaders to drive service standards and financial performance while mentoring a high-performing team.

Responsibilities include coaching Ranch Host and Beehive staff, optimizing daily operations, and ensuring compliance with safety and conduct policies.

Qualifications

• Minimum of one year of leadership or supervisory experience in a Front Office department within a luxury hotel or resort.
• Clear, concise direction and coaching skills for team members.
• Passion for delivering exceptional guest service in a luxury hospitality environment.
• Proficiency with multiple computer systems and Front Office operations knowledge.
• Bachelor's degree in Hospitality Management, Business, or related field preferred; High school diploma or equivalent required.
• RBS - Alcohol Training Certification required within 30 days of hire.

Responsibilities

• 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.
• Perform other duties and responsibilities as assigned by management.

Skills

Leadership

Supervisory

Guest service

Hospitality operations

Communication

Computer systems

Spanish

Education

Bachelor's degree in Hospitality Management

High school diploma

RBS Alcohol Training Certification

Tools

Opera Cloud

Job description

Company Description

Stanly Ranch, Auberge Collection is the resort of new Napa, bringing a bold, dynamic energy and creating an unrivaled destination and community itself. Set on over 700 acres of rolling vineyards and farmland in the southern section of Napa Valley’s wine-growing region with access to both Napa and Sonoma, the resort will include 135 airy, cottage guestrooms, featuring outdoor terraces with fire pits and views of the Mayacamas Mountains. Stanly Ranch offers a rare ownership opportunity consisting of a limited collection of 3–6-bedroom Vineyard Homes and furnished 2-bedroom Villas. The resort will feature Halehouse, an Auberge spa offering targeted and intentional treatments that help you reach your full potential, three unique dining venues including Bear, which pays homage to local farmers and makers, and a behind-the-scenes look at wine country with a unique range of thrilling adventures and immersive experiences. Embracing its 100-year Napa Valley history, Stanly Ranch, Auberge Collection has undergone an evolution from a working ranch to a deeply-rooted luxury destination, capturing the casual, honest luxury of culture and cultivation.

Job Description

Join our team as a Guest Services Manager, reporting to the Director of Front Office Operations and partnering closely with leaders across Resort Operations. This role is ideal for someone who enjoys both collaborating with cross-functional teams and working independently. The Guest Services Manager oversees the daily operations of the Front Office and PBX (Beehive) teams, ensuring exceptional guest experiences and operational excellence. This leader serves as a coach and mentor to team members and entry-level leaders, fostering their growth while promoting best practices that drive outstanding service, a strong team culture, and exceptional financial performance.

Key Responsibilities

• 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.


• Perform other duties and responsibilities as assigned by management.

The starting range for this position is $78,000. This is the pay rate for this position that Stanly Ranch reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Qualifications

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 required; bachelor's degree in Hospitality Management, Business, or a related field preferred.


• RBS - Alcohol Training Certification Required (within 30 Days of Hire)

Physical Requirements

• 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.

Preferred Qualifications

• Prior experience with Opera Cloud


• Multilingual skills (specifically Spanish).

Additional Information

Auberge 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, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

GLE Operations LLC is an Equal Opportunity Employer, M/F/D/V. GLE Operations LLC 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, GLE Operations LLC 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.

GLE Operations LLC is an Equal Opportunity Employer, M/F/D/V. GLE Operations LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GLE Operations LLC 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.