Resort Operator - BeeHive

Company Description

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.

Job Description

Join our dynamic team as a Resort Operator, where you'll be the voice of our property, providing exceptional service and support to our valued guests and team members. With your empathetic communication skills and problem-solving abilities, you'll navigate inquiries and concerns with finesse, ensuring every interaction leaves a positive impression and strengthens customer loyalty.

• 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.

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.

Qualifications

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

Additional Information

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

SRGA Resort LP is an Equal Opportunity Employer, M/F/D/V. SRGA Resort LP 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, SRGA Resort LP 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.