Resort Guest Experience Specialist

Stanly Ranch, Auberge Collection; Napa (CA); On-site; USD 24,796 - 34,440; Full time

Job summary

Stanly Ranch, Auberge Collection in Napa is seeking a Resort Operator to serve as the voice of the resort, coordinating guest requests and providing timely support across the property. You will manage incoming calls and help create memorable experiences for guests and team members.

The role emphasizes hospitality, empathy, and professional communication, with performance metrics tied to guest satisfaction and response quality.

Qualifications

• Excellent communication skills, both verbal and written.
• Customer service experience or related background.
• Proficiency in using call center software and CRM systems.

Responsibilities

• Provide timely and accurate responses to guest inquiries, concerns, and requests via phone, email, or chat, demonstrating empathy and professionalism in every interaction
• Effectively troubleshoot and resolve customer issues, escalating complex cases to higher-level support as needed and ensuring satisfactory resolution.
• Accurately document customer interactions, including notes on inquiries, resolutions, and follow-up actions, in the property's CRM system or database.
• Maintain a comprehensive understanding of the company's products or services, as well as relevant policies and procedures, to provide accurate information and assistance to customers.
• Meet or exceed performance metrics such as call handling time, guest satisfaction scores, and resolution rates, while adhering to company policies and service standards.

Skills

Communication skills

Customer service

CRM systems

Job description

Stanly Ranch, Auberge Collection in Napa is seeking a Resort Operator to serve as the voice of the resort, coordinating guest requests and providing timely support across the property. You will manage incoming calls and help create memorable experiences for guests and team members.

The role emphasizes hospitality, empathy, and professional communication, with performance metrics tied to guest satisfaction and response quality.