Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $90,000.00 - $105,000.00
Work Schedule
Flexible
Benefits
competitive salary
Annual bonus
Comprehensive benefits package
resort discounts
Dining Discounts
Travel Discounts
Training opportunities
Job Description
Set amid the picturesque hillside vineyards of Napa Valley, The Meritage Resort and Spa is a premier four-diamond destination resort prized for its elegance, comprehensive amenities, and exceptional guest services. With 467 spacious rooms and suites, multiple on-site restaurants and lounges, a world-class spa, and expansive meeting and event spaces, this luxury resort embodies the best in Northern California hospitality and lifestyle. Notably, the property features The Village at Meritage, a unique area offering wine tasting rooms and curated experiences that showcase the rich wine culture of the Napa Valley region. At The Meritage Resort and Spa, guests come to... Show More
Job Requirements
- bachelor's degree in hospitality or related field preferred
- 5+ years progressive front office/rooms experience in upper-upscale or luxury hotel
- 2-3 years leadership experience
- experience with large or complex property
- knowledge of PMS
- strong communication skills
- ability to manage multiple priorities
- availability to work flexible schedule including evenings, weekends, and holidays
- ability to stand and walk for extended periods
- ability to lift and push up to 25 pounds occasionally
Job Qualifications
- 5+ years of progressive Front Office/Rooms experience in an upper-upscale or luxury hotel or resort environment
- minimum 2-3 years in leadership role overseeing Front Desk and at least one additional guest services area
- experience in a large, complex, or resort-style property and/or strong group and conference business preferred
- proficiency with PMS (Infor HMS preferred)
- passion for hospitality and guest experience
- proven leadership and team development skills
- strong business acumen with ability to interpret financial reports and data
- excellent communication and interpersonal skills
- strong problem-solving skills and ability to stay calm under pressure
- tech-savvy with ability to learn and teach hotel systems
Job Duties
- lead, inspire, and develop a high-performing Front Office leadership team across Front Desk, Bell/Valet, Concierge, and PBX
- model company values and culture to create an environment of accountability, coaching, and recognition
- maintain a visible presence in lobby and arrival areas engaging with guests, group contacts, and VIPs
- partner with Housekeeping, Engineering, Sales, Revenue Management, Events, Reservations/GRC and Food & Beverage for seamless guest experience
- own guest journey from arrival through departure ensuring smooth check-ins and check-outs, accurate billing, and clear communication
- champion guest feedback and lead action plans to improve service scores
- resolve complex guest issues and turn service recoveries into loyalty opportunities
- oversee VIP, group, and special occasion arrivals coordinating with Sales and Events
- ensure brand standards and service sequences are defined, trained, and executed
- manage day-to-day operations of Front Desk, Bell/Valet, Concierge and PBX ensuring proper staffing and training
- ensure effective use of PMS, POS, and communication tools
- maintain cash handling, credit procedures, and night audit processes
- coordinate with Security and Risk Management on lost and found and guest safety
- develop and manage departmental budgets, forecasts, and productivity plans
- monitor labor costs and staffing levels adjusting schedules
- support rate strategies and ancillary revenue opportunities
- track and act on KPIs including guest satisfaction scores and labor productivity
- recruit, select, and onboard team members
- provide ongoing coaching and performance feedback
- implement training programs
- foster teamwork and communication across front office
- ensure compliance with policies, brand standards, and regulations
- maintain safe, clean, and organized front areas
- partner with HR on employee relations and documentation
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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