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Director of Guest Experience

Company: The Estate Yountville
Location: Yountville
Posted on: November 19, 2023

Job Description:

DIRECTOR OF GUEST EXPERIENCEYountville, CALaying 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:As the Director of Guest Experience, you will be responsible for overseeing and enhancing every aspect of our guests' stay. Your mission is to ensure that each guest's journey is memorable, seamless, and exceeds their expectations. You will lead a team dedicated to delivering exceptional service, anticipating guest needs, and creating lasting memories.ESSENTIAL JOB RESPONSIBILITIES

  • Manage all Guest Experience operations including, guest check-in/check-out, room inventory and availability, guest service standards, Spa ops, and initiatives to provide a seamless arrival/departure experience for all guests
  • Collaborate with department heads to align guest service standards and initiatives with the overall hotel experience
  • Collaborate with marketing and sales teams to promote and enhance guest engagement
  • Oversee the development and execution of special guest programs and initiatives
  • Develop and implement guest service training programs to ensure consistent service excellence
  • Handle escalated guest issues and concerns with professionalism and efficiency
  • Continuously seek opportunities to enhance the overall guest experience, from arrival to departure
  • Regularly review and update guest service policies and procedures to reflect evolving guest expectations and industry standards
  • Ensure associates have current knowledge of hotel services, events, facilities, pricing and policies and knowledge of the local area
  • Monitor and develop associate performance providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition; monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements REQUIRED QUALIFICATIONS
    • Bachelor's degree in hospitality management or related field preferred
    • Minimum of 5 years of experience in hotel management, with a strong focus on guest services
    • Excellent leadership, communication, and problem-solving skills
    • Proven ability to drive guest satisfaction and loyalty
    • Strong knowledge of hospitality technology and trends
    • Exceptional organizational and budget management skills
    • Ability to thrive in a fast-paced, high-pressure environmentHotel Villagio & Vintage House offer 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.Hotel Villagio and Vintage House are equal opportunity employers (Minorities/Females/Disabled/Veterans) PM22


Keywords: The Estate Yountville, San Francisco , Director of Guest Experience, Executive , Yountville, California

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