Guest Service Agent

Auberge du Soleil is the flagship location of the Auberge Collection. Service is attentive yet unobtrusive, genuine yet poised. Our employees are committed to ensuring that each guest’s stay is perfect. Auberge du Soleil is a member of Relais & Châteaux, an international association of 500+ elite independent hotels and restaurants in 60 countries. Founded in France and headquartered in Paris, the association serves as an ambassador for the French "joie de vivre" and the highest culinary standards. As an employee of Auberge du Soleil, you will enjoy not only the stunning beauty of our gorgeous Napa Valley hillside, but also competitive pay, benefits, and a challenging, fun working environment.

Embark on a dynamic role as a Guest Service Agent, where your passion for hospitality and impeccable customer service will shine. The Guest Service Agent serves as the first point of contact for guests and plays a key role in creating a seamless and memorable arrival and departure experience. This position is responsible for delivering exceptional service in accordance with Auberge Collection standards while managing guest check-in and check-out, handling guest communications, and responding to inquiries and requests.

In addition to front desk responsibilities, the Guest Service Agent operates the resort’s communication systems, ensuring that all guest calls, messages, and requests are handled promptly, professionally, and accurately. This role requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced luxury hospitality environment.

Physical Demands

- Must be able to sit or stand for at least 8 hours and be able to maneuver at least 35 pounds

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by their supervisor.

Responsibilities

Ensure the guest experience meets or exceeds all Auberge Collection quality and service standards from arrival through departure.; Welcome guests warmly and perform efficient check-in and check-out procedures.; Prepare necessary arrival documentation including registration cards, restaurant reservations, spa appointments, and other confirmations to support a smooth arrival experience.; Accurately record guest preferences and special requests within the property management system and communicate them to appropriate departments.; Escort guests when appropriate and provide clear directions to guest rooms, restaurants, spa facilities, and other resort amenities.; Respond promptly and tactfully to guest questions, concerns, or service recovery situations.; Ensure billing arrangements are handled accurately in accordance with hotel policies and procedures.; Maintain a clean, organized, and professional front desk workspace.; Answer and direct all incoming calls in a courteous and efficient manner while maintaining professional telephone etiquette.; Serve as a central communication point for the resort, connecting guests with the appropriate departments and team members.; Accurately record and relay messages to guests and staff, ensuring timely delivery and follow-up.; Schedule and execute wake-up calls as requested by guests.; Respond to guest inquiries via phone and messaging platforms with clear, prompt, and professional communication.; Act as an ambassador of the resort by providing information about property amenities, dining experiences, spa services, activities, and local attractions.; Assist guests with reservations, transportation arrangements, and general inquiries.; Maintain thorough knowledge of all resort facilities and services in order to anticipate guest needs and actively promote resort offerings.; Handle the receipt, logging, and coordination of guest packages and mail deliveries.; Maintain accurate records of packages including tracking numbers, delivery dates, and recipient information.; Communicate with housekeeping, engineering, concierge, and other departments to ensure timely completion of guest requests.; Report operational irregularities, guest concerns, or discrepancies to the Manager on Duty and record them in the departmental logbook.; Remain knowledgeable of all resort emergency procedures and act as a communication point during emergencies.; Respond to urgent situations calmly and efficiently while following established safety protocols.

Requirements

One year experience at a hotel; Able to work on a flexible schedule, including weekends and holidays, according to department needs; Great communication skills; Confidence and ability to perform under pressure

Nice to have

Experience at a luxury hospitality property; Superior professional appearance and manner, good character to work on a fast-paced team