What are the responsibilities and job description for the Itinerary Design Manager position at Stanly Ranch?

Job Description

Company Description

A private Napa Ranch cultivating the future of wellbeing. Stanly Ranch - a land that was established with legacy in mind and furthers its progression now with enlightened 21st century ideals. A vanguard in the movement toward holistic well-being, Stanly Ranch empowers an immersive agricultural experience intended to not only revitalise those lucky enough to visit, but to leave them transformed. Guests, owners, and locals alike will be captivated by an active and engaged private ranch lifestyle uniquely curated to nourish the mind, body, and soul through a rare connection to the land and its bounty.

Job Description

Lead a team of Itinerary Designers and Concierge to deliver bespoke one of a kind itineraries for all

guests travelling to Stanly Ranch. By working closely with our preferred vendors, experiences, spa

and culinary teams to create a memorable journey for all guests. Our Concierge provides exceptional

service to all guests who they communicate with in accordance with Auberge Resorts and Stanly

Ranch standards.

Will lead both the itinerary designer pre-arrival and on property concierge.
Maintains contracts, monthly commission reports, and the continual upkeep of information,

written and in the Hotel Systems, regarding the vendors and their activity charges.

Manages the scheduling of the concierge teams to ensure appropriate coverage.

Manages payroll and timesheets for the concierge team in accordance with our payroll and

budgeted labour costs.

Configures all booking systems, itinerary building practices and standards of procedures for

the itinerary design team.

Partners with the Experience Department to ensure the team is trained on programming &

experiences.

Trains & coaches team members and handle escalated guest incident issues as needed.

Responsible for the team to create a fluid and cohesive guest experience and itinerary for

each guest.

Works across departmental lines to seek out revenue opportunities to be filled day-of by

inhouse guests; proactively invites inhouse guests to partake in these day-of experiences.

Responsible for tracking revenue production, setting team and individual goals.

Holds the team accountable for achieving goals.

Communicates proactively the team’s progress with all stakeholders.

Follows all Auberge Service Standards

Will execute excellent email, departmental and pre-shift communications.

Maintain responsibility of assigning incoming concierge requests to the appropriate team

member

Is an expert of Sonoma, Napa & Northern California Wine Region and maintains close

relationships with our vendors and seeks to explore new experiences for our guests.

Use the guest’s name whenever possible and appropriate.

Communicate and arrange guest adventures, dining and spa to appropriate teams

Book experiences for both vendors on and off property

Utilise all systems and procedures to book, schedule, plan and design a guest itineraries

Assist with guest emails, phone calls and inquiries pertaining to upcoming guest stay

Help coordinate and execute all guest requests in a timely manner.

Communicate with Reservations about last minute bookings, stay inclusions, and other

pertinent information.

Maintain complete knowledge of property and other information including the following :

All property facilities / services offered and hours of operation

All unit types, layout, décor, attributes and locations

Daily stats, including availability, arrivals, and departures

Entertainment / special events scheduled on the property and in the area

Directions to / from the property to / from airports, towns, entertainment, and other major

landmarks

General info, descriptions, and directions for local services, restaurants, skiing, hiking

and other points of interests.

Work together as a team with the Guest Services Team to ensure a smooth and seamless

operation.

Engage guests in a gracious and professional manner via phone & email communication

Accurately input guest contact information. Add information to guest history such as; previous

stay experience, special occasions, preferences, and other pertinent information.

Make suggestions for improvements in overall department and property operations with an

emphasis on increasing guest satisfaction, revenue and reducing costs.

Be knowledgeable about all guests and groups arriving at Stanly Ranch.

Perform other duties as directed, developed or assigned.

Salary : $85K

Qualifications

These are strongly advised skills to be proficient and excel in this position :

A genuine affinity for interacting meaningfully and positively with teammates.

Self-confidence and leadership skills

Minimum three years as a Concierge,Guest Services or Sales Leader, preferably at a luxury

resort

Excellent service, etiquette, and protocol skills and knowledge.

Familiarity with the Napa & Sonoma area, its geography, recreation opportunities, restaurants,

events, sights, and other places of interest.

Drive to learn multiple computer programs and continually refine processes.

Ability to clearly communicate in English with guests, employees, owners, and management

both orally and in writing.

Ability to handle multiple tasks at the same time seamlessly, prioritising with utmost care for

the guest experience, including balancing operating computer programs, in-person guest

needs, and professional telephone interaction.

Ability to think critically and solve problems as they arise.

Ability to compute basic mathematical calculations.

Ability to input and access data in a computer.

Ability to be a clear thinker and remain calm under pressure.

Ability to think creatively and adapt to change.

Ability to maintain the confidentiality of guest information and designated hotel data

Ability to work cohesively with other departments and individuals as part of a team.

Ability to prioritise and follow up on work assignments.

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest : @AubergeResorts and #AlwaysAuberge.

SRGA Resort LP is an Equal Opportunity Employer, M / F / D / V. SRGA Resort LP provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, SRGA Resort LP complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $85,000

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