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 Opportunity
Comprehensive benefits package
resort discounts
Dining Discounts
Travel Discounts
Job Description
Set amid the picturesque hillside vineyards of Napa Valley, The Meritage Resort and Spa is a premier four-diamond destination featuring 467 luxurious rooms. It stands out with multiple on-site restaurants and lounges offering a rich culinary experience, a world-class spa that provides relaxation and rejuvenation, and expansive meeting and event spaces that cater to various occasions. The Village at Meritage adds a unique charm with its tasting rooms and distinctive experiences that embody the essence of wine country. The resort welcomes guests from around the globe who are here to celebrate special moments, connect with loved ones, or immerse themselves... Show More
Job Requirements
- 5+ years of progressive front office or rooms experience in an upper-upscale or luxury hotel or resort environment
- Minimum 2-3 years in a 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
- PMS experience required (Infor HMS strongly preferred)
- Passion for hospitality and guest experience with a strong presence on the floor
- Proven ability to lead and develop teams, drive accountability, and build a positive culture
- Strong business acumen including reading financial reports, labor metrics, and guest experience data
- Excellent communication and interpersonal skills
- Strong problem-solving skills with ability to stay calm and make sound decisions under pressure
- Tech-savvy and comfortable learning and teaching hotel systems and tools
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 a 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
- PMS experience required (Infor HMS strongly preferred)
- Passion for hospitality and guest experience with a strong presence on the floor
- Proven ability to lead and develop teams, drive accountability, and build a positive culture
- Strong business acumen including reading financial reports, labor metrics, and guest experience data
- Excellent communication and interpersonal skills
- Strong problem-solving skills with ability to stay calm and make sound decisions under pressure
- Tech-savvy and comfortable learning and teaching hotel systems and tools
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
- create an environment of accountability, coaching, and recognition
- Be a visible presence in the lobby and arrival areas building relationships with guests, group contacts, and VIPs
- Partner closely with Housekeeping, Engineering, Sales, Revenue Management, Events, Reservations/GRC and F&B to deliver a seamless end-to-end guest experience
- Own the guest journey from arrival through departure, ensuring smooth check-ins/outs, accurate billing, and clear communication
- Champion guest feedback and lead action plans to continuously improve service scores
- Personally handle and resolve complex guest issues, turning service recoveries into loyalty opportunities
- Oversee VIP, group, and special-occasion arrivals
- partner with Sales and Events on pre-arrival planning and execution
- Ensure brand standards and service sequences are clearly defined, trained, and consistently executed
- Oversee day-to-day operation of Front Desk, Bell/Valet, Concierge and PBX, ensuring proper staffing, training, and adherence to SOPs
- Ensure effective use of PMS, POS, and communication tools
- champion best practices in reservations, room assignment, blocking, and inventory management
- Maintain accurate cash handling, credit procedures, and night audit processes
- Coordinate with Security and Risk Management on lost and found, incident response, and guest safety protocols
- Develop and manage departmental budgets, forecasts, and productivity plans
- Monitor labor costs and staffing levels daily, adjusting schedules to balance guest needs and financial targets
- Partner with Revenue Management and Sales to support rate strategies, upsell programs, and ancillary revenue opportunities
- Track and act on key KPIs including guest satisfaction scores, labor productivity, upsell revenue, ancillary revenue, and overtime
- Recruit, select, and onboard high-caliber team members
- Provide ongoing coaching, performance feedback, and development plans
- Implement consistent training programs for new hires and ongoing skills development
- Foster a culture of teamwork and communication
- Ensure compliance with all company policies, brand standards, and regulations
- Maintain a safe, clean, and organized lobby and work areas
- Partner with HR on employee relations and documentation
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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