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 closerelationships 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.The starting rate for this position is $85,000 per year. This is the pay rate for this position that Stanly Ranch reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.