Assistant Director of Front Office Operations

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 the Assistant Director of Front Office Operations for Stanly Ranch, serving as the senior leader of the front of house Guest Services areas including Ranch Hosts, Beehive (Communications) and Ranch Hands.  Ensure that ENRICH values are present in all communication and culture.  Cultivate understanding and ritualization of Auberge standards of guest service throughout all areas by working alongside the team to support their efforts.  Strategize with senior leadership to support the Soul of the Place for the resort.  Create professional relationships with team members, fellow managers and guests. Be actively involved with all hotel operations.

Core Responsibilities

The key responsibilities for this position are:

• Oversight of all areas of the Front of House Guest Services areas, including Guest Services Agents, Bell/Valet Attendants, and Communications Teams. 

• Recruit, train, coach & develop all team members within the various departments.

• Maintain presence in all guest service areas to oversee the delivery of the sequence of service and work directly with team members as needed.

• Work with the Director of Housekeeping & Itinerary Design Manager to continuously improve the pre-arrival process and guest outreach.

• Be involved with day to day operations including but not limited to:  greeting notable guests, monitoring the daily activity of arrivals & departures and ensuring guest concerns are addressed promptly & appropriately.

• Foster & develop a nurturing culture of ongoing learning & development, wherein the precise execution of Auberge’s standards occurs in every interaction and team members are offered opportunities for growth.

• Effectively control labor through strategic scheduling of guest services team members based on operational priorities; train and develop Guest Services Managers to do the same.

• Manage departmental budget, control expenses and optimize financial performance of Front Office operations.

• Ensure that the management team maintains a monthly inventory of all collateral and operational supplies used by the department and that orders are coordinated within the budgeted & forecasted timelines.

• Effectively manage & drive all payroll processes for the departments to ensure accurate and timely payment to team members, complying with all payroll requirements.

• Lead regular & effective team member engagement & recognition efforts.

The starting rate for this position is $105,000 per year. 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.

Required Qualifications

• 5+ years experience leading and managing a guest services team in a luxury hotel or resort

• Well organized and able to work independently

• Excellent oral and written communication skills

• Ability to work on multiple competing priorities, while managing team member & guest relationships 

• Ability to work a flexible schedule including weekends & holidays in accordance with the business needs of the resort

• Demonstrated background of strong guest service skills

• Able to work in a fast-paced environment with multiple deadlines and quick turnarounds

• Valid US drivers license with a good driving record

Preferred Qualifications

• Knowledge of Opera Cloud PMS and Alice

• Knowledge of Google Suite

• Bilingual

• Knowledge of the Napa Valley

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 LLC is 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.