Guest Experience Manager

Laying in the heart of Napa Valley, The Estate Yountville features two magnificent hotels that embody the perfect getaway and retreat. Surrounded by vineyards, Michelin-star restaurants and exquisite views in Yountville, our 22-acre haven sits among one the most coveted viticulture regions in the world. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary. A combined room-count of nearly 200 rooms and suites allows us to create a memorable experience for any occasion!

JOB SUMMARY

The Guest Experience Assistant Manager Bell & Ambassadors supports the daily operations of the Ambassadors team at Estate Yountville, ensuring a seamless and elevated guest arrival, departure, and in-stay experience. This role is responsible for leading a service-focused team that sets the tone for every guest touchpoint with warmth, grace, and authenticity. From greeting and valet support to luggage handling, transportation coordination, and thoughtful welcome gestures, this leader ensures Estate Yountville lives up to its reputation as the most memorable and gracious experience in the valley.

ESSENTIAL JOB RESPONSIBILITIES

• Team Leadership & Training
• Lead, coach, and motivate the Bell & Ambassador team to deliver anticipatory, personalized guest service with poise and kindness.
• Provide regular feedback and ensure team members are well-trained on property standards, etiquette, safety, and local knowledge.
• Manage scheduling, payroll review, and daily shift coverage for bell and ambassador shifts.
• Conduct daily pre-shift briefings and weekly performance check-ins.
• Partner with HR and department heads on recruiting, onboarding, and training new team members.

• Guest Service Excellence

• Ensure every arrival and departure is exceptional, with attention to details like names, special occasions, preferences, and surprises.
• Oversee valet, luggage handling, golf cart service, wayfinding, and coordination with Front Office and Concierge.
• Manage special requests (bike rentals, birthday greetings, proposals, etc.) and ensure timely and gracious execution.
• Resolve guest concerns thoughtfully and professionally, escalating to the Guest Experience Manager as needed.
• Maintain constant presence in the lobby and entry points during peak arrival/departure times.

• Operations & Coordination

• Ensure all Ambassador opening and closing tasks are completed, including bike cleaning and inventory, patio preparation, and car presentation.
• Partner with Engineering and Housekeeping to maintain the cleanliness and readiness of entry areas, bell carts, and amenities.
• Track and follow up on amenity requests, package deliveries, and transportation arrangements.
• Ensure safety and security protocols are followed when handling guest belongings or vehicles.

• Culture & Property Knowledge

• Uphold and model Estate Yountvilles core values of hospitality, graciousness, and innovation.
• Ensure all Ambassadors are well-versed in the history, layout, and unique offerings of the 22-acre property.
• Celebrate team wins, recognize outstanding contributions, and maintain high team morale.

REQUIRED QUALIFICATIONS

• Minimum 2 years of hospitality experience in a luxury or lifestyle environment, with 1+ years in a supervisory role preferred.
• Exceptional communication, guest service, and problem-solving skills.
• Valid drivers license with clean driving record; comfortable driving guest vehicles and golf carts.
• Ability to work flexible schedules including evenings, weekends, and holidays.
• Physical ability to lift and transport luggage and perform outdoor tasks in varying weather.
• Bachelor's degree

Estate Yountville offers an attractive compensation and benefits package and the opportunity to be part of a dynamic team.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.

Estate Yountville is an equal opportunity employer.

(Minorities/Females/Disabled/Veterans)

Compensation details: 70000-75000 Yearly Salary

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