Director of Guest Services

Job Description

Opportunity to be the culture leader of the rooms department and responsible for ensuring the guest experience is best in class. Inspire and motivate others to levels of exceptional performance to ensure our guest and team member satisfaction is unparalleled. A champion of the brand and our values, this role is impactful in achieving our desired financial results and outcomes.

• Lead by example and uphold brand standards, target guest needs, and ensure team member engagement.
• Oversee and maintain operations to ensure performance at the highest level of guest satisfaction and service excellence.
• Create an elevated and distinctive experience for our guests while providing day‑to‑day leadership and guidance to team members.
• Manage both short‑ and long‑term financial objectives, adding value and managing outcomes through a balanced lens.
• Maintain and champion the Auberge Resorts Collection Culture on property.
• Maintain knowledge of market trends, property systems, and standards.
• Develop, implement, and maintain standards regarding welcome, amenity, escort and farewell for guests of note.
• Collaborate with the Area Director of Experiences to promote and enhance our experiences to our guests.
• Oversee and highlight Notable Guests during all phases of their guest experience: from pre‑arrival to departure.
• Train and develop Guest Relations Team in resort‑specific experiences and Napa Valley attractions and activities.
• Collaborate with Guest Relations Manager(s) and Concierge/Pre‑Arrival Team to push capture rates for our onsite experiences.

• Three or more years of experience in the luxury hospitality industry.
• Strong aptitude in financial management, financial reports, and analysis.
• Demonstrated track record of strong attention to detail and effective communication skills.
• Full‑time management position that requires full flexibility, including the ability to work weekends and holidays and a varied schedule.

Solage Management Inc is an Equal Opportunity Employer, M/F/D/V. Solage Management Inc 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, Solage Management Inc 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.