Concierge

Position Responsibilities & Work Activities

• Create personalized experiences for guests that encourage loyal and long-term patronage
• Work alongside the Estate Host Manager to build a seamless system for pre-arrival outreach and follow-up
• Conduct pre-arrival guest outreach and follow-up
• Lead guest experiences with one point of contact for current & future stays
• Review arrival reports and make necessary changes regarding guest information, preferences, and schedule
• Build deep relationships and continued understanding of the motivation for our guests’ visits
• Gather a clean database of our loyal patrons, upholding an organized and consistent system of follow-up
• Lead the Concierge/Host team in building out immersive itineraries, unique to the guest interests
• Maintain and build close relationships with partner wineries, restaurants, and cultural centers in Napa Valley and beyond
• Collaborate with on premise teams leading into the guest stay-Housekeeping, Bell, Culinary, The Spa, The Wine Center, The Napa Valley Reserve.
• Build out immersive and elevated programs for on and off premise experiences, focused on Napa Valley wine, cuisine, and culture
• Develop amenities that are unique to Meadowood and seasonally inspired
• Lead the personalized curation of guest rooms and amenities to the guests preferences
• Provide welcome and property acclimation for guests and groups upon arrival
• Maintain financial responsibility and oversight of the department
• Consistent guest outreach and analysis of satisfaction- taking all feedback into account to exceed expectations on future stays
• Collaborate with Estate Host Manager and Director of Sales & Marketing on event curation and unique programming
• Continually self-educate, staying ahead of trends in the interests of our guests that pertain to wine, culinary, sports, culture, etc.
• Participate in any required team or hotel training and completing required assignments
• Become proficient with all required hotel programs and procedures, with the ability to pass training and testing on each throughout continued employment
• Follow all department specific and hotel wide Forbes standards

Estate Host Attributes

• Bright, warm, and gracious with the ability and desire to connect with our guests
• Demonstrates an innate and deep passion for hospitality and the care of guests
• Applies an intuitive ability to read people and identify need states and interests-taking queues through intuitive questions, conversations and body language
• Well-educated, well read, well-traveled-continually self-educating on wine, culinary, and cultural programming on the property, throughout Napa Valley, and beyond; always staying relevant with current knowledge and trends as it pertains to the guest experience
• Ability to apply special training, experience, and knowledge with only general supervision
• Ability to exercise strong discretion and good judgement with colleagues and guests
• Ability to work in an extremely organized and independent manner with limited supervision
• Self-starting, self-disciplined, and solutions-oriented within job requirements
• Consistently show genuine care and concern for guests and the Meadowood property
• Ability to maintain strong relationships with current and future guests
• Cultivate and grow relationships in the Napa Valley community - wineries, restaurants, art organizations, transportation providers, etc.
• Act as a positive representative and advocate of Meadowood Napa Valley, including The Napa Valley Reserve and the Wine Center, Harlan winery domains, and the Charter Oak in the community
• Effectively apply independent judgement in all situations
• Serve as a leader and role model for Meadowood Napa Valley culture
• Excellent at building teamwork
• Offers anticipatory and intuitive service for guests prior to and during stays
• Applies exceptional attention to detail and follow through
• Articulate with excellent communication and writing skills
• Well dressed and groomed

Experience Requirements

• 2-3 years Hotel/Hospitality Leadership Role
• Outlook, Excel, Word
• Concierge Itinerary Building Tools
• Driver’s license
• Wine Education or Knowledge - Court of Master Sommeliers, WSET or equivalent working experience