Assistant Guest Experience Manager

Assistant Guest Experience Manager

The Estate Yountville Yountville, California, United States

ASSISTANT MANAGER, GUEST EXPERIENCE MANAGER

Yountville, CALaying in the heart of Napa Valley, The Estate Yountville features two magnificent hotels that embody the perfect getaway and retreat. Surrounded by vineyards, Michelin-star restaurants and exquisite views in Yountville, our 22-acre haven sits among one the most coveted viticulture regions in the world. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities - the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary.

A combined room-count of nearly 200 rooms and suites allows us to create a memorable experience for any occasion!

The Assistant Guest Experience Manager plays a pivotal role in ensuring efficient operations and exceptional guest experiences at the front desk. Assisting the Guest Experience Manager, this role involves supervising front desk staff, managing guest services, and maintaining service standards.

ESSENTIAL JOB RESPONSIBILITIES

• Ensure smooth check-in and check-out processes for guests, resolving any issues or concerns promptly
• Supervise front desk staff, including scheduling, training, and performance management
• Monitor and maintain guest service standards to ensure exceptional guest experiences.
• Handle guest inquiries, complaints, and requests, escalating issues as needed to ensure resolution
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met efficiently
• Assist in managing room inventory and rate strategy to maximize revenue and occupancy
• Conduct regular audits of front office procedures and systems to ensure accuracy and compliance
• Assist in implementing and enforcing hotel policies and procedures related to front office operations
• Provide support to the Guest Experience Manager in administrative tasks, such as report generation and budget management

REQUIRED QUALIFICATIONS

• Bachelor's degree in Hospitality Management or related field preferred
• Minimum of 2 years of experience in front office operations, with supervisory experience preferred
• Strong leadership and interpersonal skills
• Excellent communication and customer service skills
• Proficiency in hotel management software and Microsoft Office Suite
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Flexibility to work varying schedules, including nights, weekends, and holidays
• Knowledge of hotel policies, procedures, and safety regulations
• Attention to detail and problem-solving abilities

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods of time, including during long shifts
• Ability to sit for extended periods of time while working at a computer
• Frequent use of hands and fingers for typing, data entry, and handling office equipment
• Ability to lift and/or move up to 20 pounds occasionally (files, office supplies)

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans)