Guest Experience Supervisor

GUEST EXPERIENCE SUPERVISOR

Yountville, CA

Nestled on 22 acres of breathtaking landscapes in the heart of Napa Valley, Estate Yountville is not only a luxurious retreat but has also been named one of the best hotels in California by Condé Nast Traveler in 2024. Voted the most beautiful boutique hotel in Napa Valley, the Estate is a true gem, offering 192 elegantly appointed guest rooms, a private vineyard, and world-class amenities. Guests enjoy two serene pools, a spa with 12 luxurious treatment rooms and suites, and over 55,000 square feet of exceptional event spaces. With culinary offerings that harmonize the bounty of Northern California with European elegance, Estate Yountville invites you to experience a haven of exclusivity and refined beauty.

JOB SUMMARY

As a Guest Experience Supervisor at our hotel, you will be responsible for overseeing the guest experience team and ensuring exceptional customer service. You will assist in leading a team of guest service associates, maintaining a professional and welcoming atmosphere for our guests. Your role will involve supervising daily operations, addressing guest concerns, and ensuring high standards of guest satisfaction.

ESSENTIAL JOB RESPONSIBILITIES

• Supervise and support the guest experience team, providing guidance, training, and assistance to ensure seamless operations and outstanding customer service
• Ensure all guest service procedures are followed accurately and efficiently, including check-in, check-out, special requests, and guest inquiries
• Handle guest requests, concerns, and complaints promptly, ensuring resolution to guest satisfaction while adhering to hotel policies
• Monitor guest feedback and reviews, taking proactive steps to address areas for improvement and enhance overall guest satisfaction
• Coordinate with other hotel departments, such as housekeeping, maintenance, and food & beverage, to ensure a seamless and enjoyable guest experience
• Maintain accurate records and reports related to guest interactions, service issues, and satisfaction metrics
• Assist in training and developing guest service associates, fostering a culture of excellence and continuous improvement
• Maintain a professional and friendly atmosphere in all guest interactions, ensuring a warm and personalized experience upon arrival and throughout their stay
• Support management with implementing service initiatives and ensuring compliance with brand standards and policies

REQUIRED QUALIFICATIONS

• Proven experience in guest services, front desk, or a similar role within the hospitality industry
• Strong leadership and interpersonal skills with the ability to effectively support and motivate a team
• Excellent customer service and problem-solving abilities with a strong attention to detail Outstanding verbal and written communication skills
• Knowledge of hotel operations, reservations, and guest service procedures
• Ability to multitask, prioritize responsibilities, and remain composed under pressure
• Flexibility to work in shifts, including evenings, weekends, and holidays

Estate Yountville offers an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Estate Yountville is an equal opportunity employer.

(Minorities/Females/Disabled/Veterans) https://www.theestateyountville.com/

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