Guest Service Manager

Job Description

The Guest Service Manager is responsible for the overall leadership, operational excellence, and strategic direction of the Guest Services department at Auberge du Soleil. Reporting directly to the Director of Rooms, this position oversees Front Office, Concierge, Bell, Valet, and Assistant Guest Service Managers, ensuring a seamless, personalized, and memorable experience throughout every stage of the guest journey.

As a key leader within the Rooms Division, the Guest Service Manager embodies the spirit of Auberge du Soleil through genuine hospitality, thoughtful attention to detail, and an unwavering commitment to service excellence. This individual is responsible for cultivating a high-performing, engaged team that consistently delivers intuitive and anticipatory service aligned with Forbes Five-Star standards, Auberge Collection’s Promises & Practices, and the property’s distinguished luxury positioning.

The ideal candidate is a polished, emotionally intelligent, and hands-on hospitality leader who combines exceptional guest relations with strong operational discipline, financial acumen, and a passion for developing others.

Key Responsibilities

Leadership & Team Development

• Provide direct leadership, guidance, and accountability for all Guest Services operations, including Assistant Guest Service Managers, Guest Service Agents, Concierge, Bell, and Valet.
• Lead, coach, mentor, and develop Assistant Guest Service Managers, empowering them to independently manage daily operations, resolve guest concerns, and maintain service standards.
• Foster a positive, inclusive, and collaborative work environment rooted in mutual respect, accountability, recognition, and genuine care.
• Partner with Talent & Culture in recruitment, onboarding, training, performance management, and succession planning.
• Establish clear performance expectations, conduct regular coaching conversations, and complete timely performance evaluations.
• Identify opportunities for professional growth and create individualized development plans for emerging leaders.
• Conduct departmental meetings, pre-shift briefings, and ongoing service training to reinforce expectations and communicate priorities.
• Model Auberge Collection’s Promises & Practices and consistently demonstrate the behaviors expected of a luxury hospitality leader.
• Promote strong communication, teamwork, and collaboration across all shifts and operational functions.

Guest Experience & Service Excellence

• Champion an exceptional guest experience from pre-arrival planning through arrival, in-house engagement, departure, and post-stay follow-up.
• Ensure each guest interaction reflects genuine warmth, personalized recognition, discretion, and anticipatory service.
• Oversee the coordination of VIP arrivals, repeat guests, special occasions, and guests requiring additional attention.
• Maintain accurate and detailed guest profiles, including preferences, special requests, and service history, to enhance personalization and encourage repeat visitation.
• Serve as a visible and accessible leader, proactively engaging with guests and anticipating opportunities to elevate their experience.
• Personally address escalated guest concerns and service recovery situations with empathy, sound judgment, professionalism, and timely resolution.
• Monitor guest feedback, satisfaction scores, online reviews, and service recovery trends to identify opportunities for continuous improvement.
• Ensure the consistent execution of Forbes Five-Star service standards, internal quality expectations, and established departmental procedures.
• Collaborate with Concierge, Spa, Food & Beverage, Housekeeping, and other departments to create thoughtful, seamless, and memorable guest experiences.
• Cultivate relationships with repeat guests, travel partners, and local businesses to enhance the property’s reputation and guest loyalty.

Front Office & Operational Excellence

• Direct and oversee daily Front Office operations, including guest arrivals and departures, registration, room assignments, cashiering, billing, and guest communications.
• Ensure efficient and accurate execution of all front desk procedures, including reservations verification, payment processing, room inventory management, and guest account reconciliation.
• Review daily arrivals, departures, occupancy forecasts, VIP reports, and special requests to ensure operational readiness.
• Partner with Reservations and Revenue Management to optimize room assignments, upgrades, inventory availability, and revenue opportunities.
• Oversee the daily activities of Bell and Valet operations, ensuring timely luggage handling, vehicle coordination, guest transportation, and exceptional arrival and departure experiences.
• Ensure Concierge services provide knowledgeable, creative, and highly personalized recommendations, reservations, and arrangements reflective of the Napa Valley destination.
• Maintain consistent service standards, operational procedures, and communication protocols across all Guest Services functions.
• Ensure the accuracy, integrity, and confidentiality of guest information and financial transactions.
• Conduct regular inspections of guest-facing areas, including the arrival experience, reception, lobby, and associated service areas.
• Maintain appropriate staffing, supplies, equipment, and resources to support efficient operations.
• Serve as Manager on Duty when assigned, providing leadership and decision-making support for property-wide operational matters.
• Maintain readiness to respond effectively to emergencies, safety concerns, guest incidents, and unexpected operational challenges.

Financial Performance & Business Acumen

• Support the Director of Rooms in the preparation, execution, and monitoring of departmental budgets, forecasts, and financial objectives.
• Manage departmental labor expenses through thoughtful scheduling, productivity analysis, and alignment with business demand.
• Monitor payroll, overtime, operating expenses, and departmental purchasing while maintaining service excellence.
• Identify opportunities to improve operational efficiency without compromising the luxury guest experience.
• Support room revenue optimization through strategic upgrades, upselling opportunities, and collaboration with Reservations and Revenue Management.
• Ensure compliance with established cash-handling, credit, billing, and financial control procedures.
• Review operational reports and key performance indicators to identify trends, address challenges, and recommend improvements.
• Demonstrate sound business judgment when balancing guest satisfaction, team member engagement, and financial performance.

Cross-Departmental Collaboration & Communication

• Partner closely with the Director of Rooms to align departmental objectives with the property’s broader operational and strategic priorities.
• Maintain strong working relationships with Housekeeping to ensure room readiness, accurate room status communication, and seamless guest arrivals.
• Collaborate with Engineering to coordinate room maintenance, service requests, and the timely resolution of guest-impacting issues.
• Partner with Food & Beverage, Spa, Events, and Concierge to coordinate personalized experiences, special occasions, and complex guest itineraries.
• Work closely with Sales, Events, and Reservations to ensure accurate communication regarding group arrivals, special accommodations, and guest expectations.
• Ensure comprehensive shift handovers and effective communication of outstanding guest requests, operational concerns, and follow-up items.
• Represent the Guest Services department in leadership meetings, operational discussions, and property initiatives as assigned.

Systems, Technology & Continuous Improvement

• Maintain strong working knowledge of property management systems, guest service platforms, and operational technology utilized throughout the Rooms Division.
• Ensure accurate use of systems for reservations, guest profiles, room assignments, service requests, billing, reporting, and operational communication.
• Monitor departmental adherence to established data-entry standards and guest information management procedures.
• Identify opportunities to leverage technology to improve efficiency, communication, guest personalization, and service delivery.
• Train and support team members in the effective use of property systems and evolving operational processes.
• Evaluate existing workflows, standard operating procedures, and service practices, recommending enhancements that improve consistency and overall performance.

The starting salary for this position is $85,000-$90,000. This is the salary for this position that Auberge du Soleil reasonably expects to pay. Decisions regarding individual pay will be based on a number of factors, such as experience and education.  

Qualifications

• Minimum of 3–5 years of progressive experience in ultra-luxury hotel or resort operations, including at least 3 years in a management capacity.
• Previous experience overseeing multiple Front Office functions, including Guest Services, Concierge, Bell, and/or Valet, strongly preferred.
• Experience within a Forbes Five-Star, AAA Five Diamond, or comparable ultra-luxury hospitality environment highly desirable.
• Exceptional leadership, interpersonal communication, and relationship-building skills.
• High emotional intelligence, sound judgment, and the ability to remain composed under pressure.
• Demonstrated ability to coach, inspire, and hold team members accountable while maintaining a supportive work environment.
• Strong organizational skills with the ability to prioritize competing operational demands.
• Excellent problem-solving skills and a proactive, solutions-oriented approach.
• Financial literacy, including experience with departmental budgets, labor management, productivity, and operational reporting.
• Exceptional attention to detail and commitment to maintaining elevated service standards.
• Strong written and verbal communication skills.
• Ability to exercise discretion and maintain confidentiality when handling sensitive guest and team member information.
• Knowledge of Napa Valley hospitality, local experiences, dining, wineries, and destination offerings preferred.
• Flexibility to work varying schedules based on business demands.
• Proficiency in hotel property management systems and guest service technology.
• Familiarity with OPERA, ALICE, WAY, Springer-Miller Systems (SMS), and Delphi preferred.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to interpret operational reports, occupancy forecasts, guest satisfaction metrics, and financial information.
• Strong adaptability to new systems, technology, and evolving operational processes.

Additional Information

About Auberge Collection
Auberge 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, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit www.friedkin.com

Terre du Soleil Ltd is an Equal Opportunity Employer, M/F/D/V. Terre du Soleil Ltd 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, Terre du Soleil Ltd 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.

Compensation: 85000 to 90000 (USD) (YEARLY)