Luxury Resort Guest Services Lead

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

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.