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
The Meritage Resort and Spa is a distinguished four-diamond destination resort nestled among the iconic hillside vineyards of Napa Valley. Known for its sophisticated ambiance and luxurious amenities, this expansive resort features 467 elegantly appointed rooms, multiple renowned restaurants and lounges, a world-class spa, and extensive meeting and event spaces. Additionally, The Village at Meritage offers guests a unique set of tasting rooms and enriching wine country experiences, making the resort a sought-after location for both leisure and business travelers. The resort prides itself on creating memorable moments and delivering exceptional service to every guest who walks through its doors,... Show More
Job Requirements
- 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 highly preferred
- PMS experience required
- passion for hospitality and guest experience
- proven ability to lead and develop teams
- strong business acumen
- excellent communication and interpersonal skills
- strong problem-solving skills
- tech-savvy
- 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, and holidays
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 highly preferred
- PMS experience required (Infor HMS strongly preferred)
- passion for hospitality and guest experience with strong presence on the floor
- proven ability to lead and develop teams, drive accountability, and build a positive culture
- strong business acumen with ability to interpret financial reports, labor metrics, and guest data
- excellent communication and interpersonal skills
- strong problem-solving skills
- tech-savvy and comfortable learning and teaching 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
- 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 improve service scores
- handle and resolve complex guest issues turning service recoveries into loyalty opportunities
- oversee VIP, group, and special-occasion arrivals partnering with Sales and Events on pre-arrival planning
- 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
- 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 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
- recruit, select, and onboard high-caliber team members
- provide ongoing coaching, feedback, and development plans
- implement consistent training programs for all shifts
- foster teamwork and communication across all front office departments
- ensure compliance with company policies and local, state, and federal regulations
- maintain a safe, clean, and organized lobby and back-of-house areas
- partner with HR on employee relations, documentation, and adherence to employment laws and policies
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Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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