OUR COMPANY

Auberge Resorts 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 and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveller. Passionately local, experience-led, romantic, and stylish, these hotels hum with a vibrancy that is both refined and relevant.

OUR PROPERTY

Bowie House, Auberge Resorts is an imaginative and bold new urban retreat that draws visitors to a place whose history is built on tales of frontier valor and adventure. An exciting gathering space for locals and visitors alike, the four-story, 106-room boutique hotel will feature 88 rooms and 18 suites, including a 2,250 square foot signature suite. Luxurious spaces weave together details from Western culture and style like boot jacks and hat racks with contemporary furnishings, lighting and artwork creating feelings of welcome and warmth.

A social hub for locals and visitors, Bowie House offers numerous spaces for visitors to enjoy the conviviality and camaraderie that have distinguished the location for so many years. Visitors can sip cocktails in the library lounge, visit the signature restaurant with views of the enchanting outdoor terraces or relax in cabanas on the second story outdoor infinity pool overlooking a peaceful garden oasis.

ROLE SUMMARY

Join our team as a PBX/Call Center Operator and become one of the authors of our story. In this role, you will be responsible for transporting guests virtually anywhere they like to go any time. Provide prompt, courteous, and efficient handling of all incoming calls, keep track of guests’ requests, follow up to ensure satisfactory service and assistance for outgoing calls.

KEY RESPONSIBILITIES

Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Receive, record, and relay messages accurately, completely, and legibly.

Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.

Accept and record wake-up call requests and deliver them to the appropriate department.

Answer, record, and process all guest calls, requests, questions, or concerns.

Follow up with guests regarding satisfaction with guest-related issues.

Assist other team members to ensure proper coverage and prompt guest service.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.

Address guests' service needs in a professional, positive, and timely manner.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Thank guests with genuine appreciation and provide a fond farewell.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Handle sensitive issues with team members and/or guests with tact, respect, diplomacy, and confidentiality.

Develop and maintain positive and productive working relationships with other team members and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals. Advise guests of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message.

Process guest requests for wake up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls.

Forward calls to Front Desk during breaks, at night, or whenever the phones are unattended.

Thoroughly understand safety procedures and have numbers to the Police, Fire, and Telephone Repair departments.

REQUIRED QUALIFICATIONS

Ability to clearly and pleasantly communicate in English, both orally and in writing, using proper spelling and grammar, with guests, co-workers, and management to their understanding, both in person and by telephone.

Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

Ability to interact in a polite, professional, and engaging manner upon encountering resort guests, whether on the grounds of the resort, while working a resort function, upon entering or leaving from work, or at any other time.

Ability to work a flexible schedule that may include evenings, weekends, and holidays.

Ability to be a clear thinker and remain calm in emergency situations.

PREFERRED QUALIFICATIONS

Experience at a luxury hospitality property

1 year of experience in a similar role

OUR STORY

At Auberge, we are passionate about our mission to be the best-loved manager of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

If you feel that our approach is aligned with your own passions and beliefs, then please share with us why you want to become part of our collection.

Auberge Resorts LLC is an Equal Opportunity Employer, M/F/D/V. Auberge Resorts 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, Auberge Resorts 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