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 distinguished four-diamond destination resort that offers an immersive and luxurious guest experience. With 467 beautifully appointed rooms, this expansive resort features multiple dining options including restaurants and lounges, a world-class spa designed for relaxation and rejuvenation, and extensive meeting and event spaces suitable for both corporate and social gatherings. One of the hallmark experiences of The Meritage Resort is The Village at Meritage, where guests can enjoy unique tasting rooms and curated wine country experiences, making it a premier destination for visitors to Napa... Show More
Job Requirements
- 5+ years of progressive Front Office or Rooms experience in upper-upscale or luxury hotel or resort environment
- 2-3 years in a leadership role overseeing Front Desk and at least one additional guest services area
- Experience in large, complex or resort-style property preferred
- PMS experience required (Infor HMS preferred)
- Passion for hospitality and guest experience
- Proven leadership and team development ability
- 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, holidays based on business needs
Job Qualifications
- Minimum 5 years of progressive Front Office or Rooms experience in upper-upscale or luxury hotel or resort environment
- 2-3 years in a leadership role overseeing Front Desk and one additional guest services area
- Experience in a large, complex, or resort-style property preferred
- PMS experience required with preference for Infor HMS
- Strong hospitality and guest experience passion
- Proven leadership and team development skills
- Business acumen in financial, labor and guest experience data
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Tech-savvy with 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 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 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
- Ensure brand standards and service sequences are consistently executed
- Oversee day-to-day operation of Front Desk, Bell/Valet, Concierge and PBX, ensuring appropriate staffing and training
- 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 guest safety protocols
- Develop and manage departmental budgets, forecasts, and productivity plans
- Monitor labor costs and adjust staffing schedules
- Partner with Revenue Management and Sales to support rate strategies and upsell programs
- Track key performance indicators including guest satisfaction scores and labor productivity
- Recruit, select, and onboard team members
- Provide ongoing coaching and development plans
- Implement training programs for all shifts
- Foster teamwork and communication across Front Office areas
- Ensure compliance with policies, brand standards, and regulations
- Maintain clean and safe lobby and front areas
- Partner with HR on employee relations and documentation
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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