Resort Operator - BeeHive

Auberge Collection; Napa (CA); On-site; USD 24,435 - 34,801; Full time

Job summary

Auberge Collection is seeking a Resort Operator at Stanly Ranch in Napa, California. This role requires a hospitality professional who excels in creating connections with guests through exceptional service.

The Resort Operator will handle incoming calls and coordinate requests, ensuring guest satisfaction through effective communication, problem-solving, and documentation in the property's CRM system. If you are a service-oriented individual, this opportunity is perfect for you to join a prestigious brand in a beautiful setting.

Qualifications

• Service-driven hospitality professional with a focus on creating connections.
• Experience in managing calls and guest requests.
• Ability to troubleshoot and resolve issues effectively.

Responsibilities

• Manage incoming calls, coordinate guest requests, and provide support.
• Provide timely and accurate responses to guest inquiries and concerns.
• Document customer interactions in the CRM system.

Skills

Excellent communication skills

Customer service experience

Proficiency in call center software

Job 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 includes 135 airy cottage guestrooms and suites, 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 three- to six-bedroom Vineyard Homes and furnished two-bedroom Villas. The resort features 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.

Join our team as a Resort Operator and become part of the Auberge Family. As part of the Auberge family, we are looking for a service-driven hospitality professional who will serve as the voice of the resort, creating meaningful connections with guests and team members through every interaction. This role is responsible for managing incoming calls, coordinating guest requests, and providing timely and thoughtful support across the property.

Please note that this is not an exhaustive list of everything that needs to be done. Within the Auberge family, our people always find new ways to look after the business, their guests, and their teammates. Within this, the key responsibilities for this position are:

• 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.

The starting range for this position is $21.50. 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

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

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 LLCis 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.