Resort Operator - BeeHive

About the resort

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.

About the role

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.

Responsibilities

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

Qualifications

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

Pay

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.