Resort Guest Services Operator

Stanly Ranch; Stanly (CA); On-site; USD 30,000 - 34,000; Full time

Job summary

Stanly Ranch, Auberge Collection in Napa seeks a Resort Operator to be the voice of the resort, handling calls, coordinating guest requests, and delivering thoughtful support across the property.

You will respond promptly by phone, email, or chat, troubleshoot issues, document interactions in the CRM, and maintain knowledge of products, policies, and service standards to exceed guest expectations.

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 experience

CRM proficiency

Call center software

Tools

CRM systems

Job description

Stanly Ranch, Auberge Collection in Napa seeks a Resort Operator to be the voice of the resort, handling calls, coordinating guest requests, and delivering thoughtful support across the property.

You will respond promptly by phone, email, or chat, troubleshoot issues, document interactions in the CRM, and maintain knowledge of products, policies, and service standards to exceed guest expectations.