Director of Guest Experience

Yountville, CA

Laying 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!

JOB SUMMARY:

We are looking for an experienced and innovative Director of Guest Experience to oversee the daily management of our hotel's operations. In this role, you will lead all departments, including Front Office, Ambassadors, and Housekeeping, to ensure smooth and seamless operations, cohesiveness, and functionality. You will also collaborate closely with Maintenance and Food and Beverage teams to drive excellence in guest satisfaction, employee engagement, and financial performance.

ESSENTIAL JOB RESPONSIBILITIES:

Operations Management: 

• Oversee all operational aspects of Estate Yountville, including front office, housekeeping, and guest services. 
• Develop and implement strategies to optimize operational efficiency, guest satisfaction, and financial performance. 
• Monitor and analyze room availability, rates, and reservations to maximize room revenue. 
• Ensure high standards of cleanliness, maintenance, and guest service are consistently met or exceeded. 
• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance and consistency. 
• Collaborate with other departments such as sales, marketing, and food and beverage to maximize guest satisfaction and revenue opportunities. 

Team Leadership and Development: 

• Lead, mentor, and motivate a diverse team of managers and associates within the rooms division. 
• Conduct regular performance evaluations and provide ongoing training and development opportunities. 
• Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement. 

Guest Satisfaction: 

• Monitor guest feedback and satisfaction scores, addressing any issues or concerns promptly and effectively. 
• Implement strategies to enhance the overall guest experience and loyalty, ensuring repeat business and positive word-of-mouth.

Financial Management:

• Prepare and manage the room’s division budget, including revenue forecasts, expenses, and capital expenditures.
• Identify cost-saving opportunities while maintaining high-quality standards and service levels.
• Analyze financial reports and key performance indicators to drive revenue and profitability.

Quality Assurance and Compliance:

• Ensure compliance with all company policies, procedures, and standards, as well as relevant laws and regulations.
• Conduct regular inspections to maintain quality assurance standards and identify areas for improvement.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in hospitality management or a related field (preferred) or equivalent work experience.
• Proven experience in Rooms division management or a similar role within the hospitality industry.
• Strong leadership and interpersonal skills with the ability to effectively manage a diverse team.
• Exceptional customer service and problem-solving abilities, with a keen attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in hotel property management systems (PMS)and other relevant software applications.
• Sound knowledge of front desk procedures, reservations, and hotel operations.
• Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

The Estate Yountville offers an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

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)

https://www.theestateyountville.com/

PM22