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 prestigious four-diamond destination resort boasting 467 luxurious rooms. The resort offers multiple restaurants and lounges, a world-class spa, extensive meeting and event spaces, and The Village at Meritage featuring tasting rooms and unique experiences. This stunning property attracts guests looking to celebrate, connect, and immerse themselves in the charm of wine country, making it a vibrant and welcoming environment. The resort prides itself on delivering exemplary service and creating memorable experiences, supported by a strong leadership team committed to excellence and genuine hospitality.
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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
- Ability to stand and walk for extended periods
- Ability to lift/push/pull up to 25 pounds occasionally
- Ability to work a flexible schedule including evenings, weekends, holidays
- Passion for hospitality and guest experience
- Proven leadership and team development skills
- Strong communication and problem-solving abilities
- Tech-savvy with hotel systems
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
- Proven ability to lead and develop teams, drive accountability, and build a positive culture
- Strong business acumen including ability to interpret financial reports, labor metrics, and guest experience data
- Excellent communication and interpersonal skills
- Strong problem-solving skills with ability to stay calm 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 improve service scores
- Personally handle and resolve complex guest issues
- Oversee VIP, group, and special-occasion arrivals
- Ensure brand standards and service sequences are 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 daily
- Partner with Revenue Management and Sales to support rate strategies and ancillary revenue opportunities
- Track and act on key KPIs including guest satisfaction scores and labor productivity
- Recruit, select, and onboard high-caliber team members
- Provide ongoing coaching, performance feedback, and development plans
- Implement consistent training programs
- Foster a culture of teamwork and communication
- Ensure compliance with company policies and regulations
- Maintain a safe, clean, and organized lobby, front drive, and back-of-house areas
- Partner with HR on employee relations and documentation
OysterLink supports restaurant and hospitality hiring.
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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