Our Company & Our Property :
Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, and residences. 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 spas and gracious yet unobtrusive service. With 21 one-of-a-kind hotels and resorts and several more in the announced pipeline, 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 Linked In, Facebook, Twitter, and Instagram: @AubergeResorts and #AlwaysAuberge.

Our mission is to be the best-loved manager of one-of-a-kind luxury properties and experiences. Auberge is a family of intimate, one-of-kind hotels and resorts that define an approachable style of luxury in both product and service that resonates with the curious modern traveler. Passionately local, experience-led, romantic and stylish, these hotels hum with a vibrancy that is both refined and relevant.

A Central Coast legend reborn. From its earliest incarnation in 1886 as a popular stagecoach stop during California’s Gold Rush, to its years as a surreptitious hangout through Prohibition, The Inn at Mattei’s Tavern has long held a fabled place in Central Coast lore. Revered and raucously enjoyed for generations, the beloved landmark opens a new chapter in 2022 as the definitive luxury destination in the Santa Ynez Valley.

Role Summary:
The Director of Guest Services is the service culture leader of the rooms department, responsible for ensuring the guest experience is consistent, and best in class. You will be responsible for creating an elevated, distinctive experience for our guests, while guiding the day-to-day leadership of the guest services department and developing the team through coaching, training and leading by example. The position ensures Rooms operations meet the brand’s standards, targets customer needs, and ensures team member engagement. Join our team and become one of the authors of our story.

Responsibilities :
Key responsibilities for this position are:

• Drives service excellence through execution, precision, and personalization
• Understands online reputation and develops processes to position The Inn at Mattei’s Tavern as the best-loved property within the market
• Focuses on onboarding, training, and coaching as outlined by the Auberge standards
• Champions the brand’s service vision for product and service delivery.
• Organize, direct & coordinate the work of the front desk, bell/valet & itinerary designer team members to maximize revenue and profit while attaining optimal guest satisfaction.
• Serve as the point of contact regarding guest opportunities and address them appropriately, taking ownership of the complaints and their resolution in a timely manner
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the property.
• Enhance and maintain an operating environment that assures consistent guest satisfaction by completing audits of Reservations, Check-In’s, Check-Outs, Concierge calls, with an eye toward continuous improvement
• Regularly evaluate processes to ensure they are performed properly by the team and coach and counsel for success
• Maintain and expand the training program, using our ENRICH values and ensuring that each team member is trained properly
• Ensures budgeted rooms profitability is achieved through managing of labor and variable expenses while also capitalizing on revenue capture

Essential Skills

• Ability to multi-task and coordinate multiple projects simultaneously and adapt and revise plans as needed.
• Able to juggle multiple projects at one time and pivoting as needed.
• Ability to exercise independent judgment and make decisions that are aligned with the goals and objectives of the property.
• Ability to represent the resort and interact with guests in an engaging and professional manner.
• Communicate effectively to key stakeholders throughout the organization.
• Ability to prioritize and make strategic decisions regarding which projects will provide the biggest impact
• Exceptional attention to detail, consistent follow through and self-disciplined time management.
• Excellent written and verbal communication skills.
• Extensive breadth and depth of knowledge when catering to a luxury-minded audience.
• Excellent computer skills and ability to use Google suite platform preferred.
• Proven ability to foster relationships and develop partnerships.
• Ability to take on new responsibilities and roles as the position demands; both administratively and operationally.

Required Qualifications :

• Minimum of 3 years of work experience in the luxury hospitality industry, ideally in the Rooms Department
• Demonstrated entrepreneurial approach combined with a positive and curious demeanor.
• Extensive knowledge of Los Olivos and Santa Ynez Valley, its geography, recreation, restaurants, events, sights and other attractions.
• Able to work a flexible schedule, including weekends and holidays, according to department needs.

$80,000/Year plus Bonus Eligibility

What Else? :
At Auberge, we are passionate about our mission to be the best-loved manager of one-of-a-kind luxury properties and experiences. We are storytellers and story-makers, delivering simple pleasures and creating unforgettable memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort, and beauty. Whatever role we play in Auberge, and wherever we work, we all live by the view that our core purpose is to enrich people’s lives.

If you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

The Inn at Mattei’s Tavern is an Equal Opportunity Employer, M/F/D/V. The Inn at Mattei’s Tavern 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, the Inn at Mattei’s Tavern 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.