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
Job Description
The Meritage Resort and Spa, nestled in the scenic hillside vineyards of Napa Valley, is a prestigious four-diamond destination resort offering 467 well-appointed rooms. This unique resort features multiple restaurants and lounges, a world-class spa, expansive meeting and event spaces, and The Village at Meritage, which includes tasting rooms and exceptional guest experiences. The property is designed to welcome guests seeking celebration, connection, and the authentic wine country lifestyle. The Meritage prides itself on building a leadership team that reflects its commitment to excellence and the high standards of hospitality expected in this distinguished location. The resort adheres to core... Show More
Job Requirements
- 5+ years progressive front office/rooms experience in upper-upscale or luxury hotel or resort
- 2-3 years leadership role overseeing front desk and guest services
- Experience in large or resort-style property preferred
- PMS experience required, Infor HMS preferred
- Passion for hospitality and guest service
- Proven leadership and team development skills
- Strong business acumen
- Excellent communication and interpersonal skills
- Strong problem-solving skills
- Ability to stand and walk for extended periods
- Ability to lift/push/pull up to 25 pounds occasionally
- Ability to work flexible schedule including evenings, weekends, holidays
- Tech-savvy
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 other guest services area
- Experience in a large, complex, or resort-style property preferred
- Strong group and conference business experience highly 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 and interpreting financial reports and labor metrics
- Excellent communication and interpersonal skills
- Strong problem-solving skills with the ability to stay calm under pressure
- Tech-savvy and comfortable with 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 create an environment of accountability, coaching, and recognition
- Be a visible presence in the lobby and arrival areas, building relationships with guests and VIPs
- Partner closely with Housekeeping, Engineering, Sales, Revenue Management, Events, Reservations/GRC, and Food & Beverage to deliver a seamless 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 improve service scores
- Personally handle and resolve complex guest issues
- Oversee VIP, group, and special-occasion arrivals and coordinate with Sales and Events
- Ensure brand standards and service sequences are consistently executed
- Oversee 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 and champion best practices
- Maintain accurate cash handling, credit procedures, and night audit processes
- Coordinate with Security and Risk Management on guest safety protocols
- Develop and manage departmental budgets, forecasts, and productivity plans
- Monitor labor costs and staffing levels daily
- Partner with Revenue Management and Sales to support rate strategies and upsell initiatives
- Track key KPIs including guest satisfaction, labor productivity, and ancillary revenue
- Recruit, select, and onboard high-caliber team members
- Provide coaching, performance feedback, and development plans
- Implement consistent training programs across all shifts
- Foster a culture of teamwork and communication
- Ensure compliance with company policies, brand standards, and local regulations
- Maintain a safe and clean lobby and back-of-house areas
- Partner with HR on employee relations and employment law adherence
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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