Compensation + Benefits Pay: $22.00 - $26.00 per hour plus gratuities* Medical, Dental, Vision Plans Paid Time Off - Including Vacation, Sick and Mental Health Time Off 401(k) w/ company discretionary match Flexible Spending Account Employee Assistance Program - 8 free counseling sessions annually for you and your household members Employee Dining and Wine Discounts Daily Family Meal Customized Educational Opportunities Opportunity for Advancement within the Vertice Portfolio Referral Bonuses What you'll be doing in this role... As a member of the Lodging Team, the Guest Relations Liaison staff member will work with the SingleThread Lodging and Hospitality team members to carry out the daily activities of the department relating to guest reservations, guest transportation, guest communication, Webrez management, Tock management, and all inn guest needs pertaining to services and relations. Assist in facilitating of all lodging bookings/reservations Provide warm, knowledgeable, accurate, and articulate communication via phone, messaging, email, and in person correspondence Take full ownership of the guest experience beginning from the time they step onsite, to include their arrival to property, valet needs, assistance with luggage, and a welcoming check-in process Concierge knowledge of Sonoma and Napa County attractions, willingness to learn more Itinerary planning, coordination, and creation Assist inn guests on property with room service orders/delivery, turn-down service, and general troubleshooting as needed Assist in the coordination, scheduling, and departure preparedness for Audi vehicle experiences Ability to coordinate and facilitate guest use of the Audi vehicles, including the proper communication and coordination with other departments Able and willing to drive guests, as needed, following proper company standards and ensuring guest comfort Knowledge of the Audi program and ability to set guests up for test-drives, ensuring property paperwork and policies are adhered to Attend daily and/or weekly briefings and relevant departmental and interdepartmental meetings Ensure that we have detailed and thorough notes on each guest with special attention to their dietary needs and other helpful details to make their experience special Research and build guest profiles noting helpful information Ensure privacy and anonymity of all guests through adherence to company policy Assist and help manage day-to-day CRM system(s) Welcome the opportunity to craft a relationship with inn guests, creating rapport with guests and potential guests Work with General Manager, Hospitality Director, Reservations Manager, Concierge, and service team to ensure excellent on-property guest experiences Align personal style and execution with SingleThread's culture of elevated hospitality and ethos of professionalism Adhere to facility dress code which includes a uniform if provided, business casual, smart and sharp attire on brand with company style Answer phone and assist guests, forward calls and take messages as needed Check voicemail throughout day and return calls Facilitate gift and package purchases for lodging guests, prepare cards/boxes, set-up and delivery as needed Performs other duties as assigned and based upon business needs In an ideal world, you have: Minimum 2 years of reservations experience, preferably in high end restaurant or hotel/luxury environment Relevant experience in high end hospitality / restaurant reservations Proven ability to plan and manage guest experiences at a high level Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy Excellent verbal and written communication skills with the ability to present information. Dedication to using correct grammar, spelling, punctuation, and speak in SingleThread's communication voice Strong organizational skills and exceptional attention to detail Ability to prioritize time, meet deadlines under time constraints, and work clamly and effectively under pressure Tech-savvy with proficiency in the Microsoft Office Suite, Google Suite, Slack, OpenTable, Tock, or similar programs Passion for creating experiences and crafting moments with intent Knowledge of food terminology (training will be provided as necessary) Flexibility and initiative Time management, schedule, and calendar coordination skills Creative problem solving and critical decision-making skills Commitment to quality service, and customer service knowledge Commitment to genuine hospitality, crafting an environment that is both warm and inviting Valid California driver's license Ability to work collaboratively across the organization Ability to work a varying schedule to include evenings, holidays and extended hours as business dictates ENVIRONMENTAL AND/OR PHYSICAL REQUIREMENTS Ability to perform the essential job functions consistently, safely and successfully with federal, state, and local standards Must be able to lift and carry up to 40 pounds Ability to stand and/or sit for prolonged periods of time Ability to physically maneuver through work areas; bend, lift, carry, reach/extend arms, and hands above shoulder height frequently, climb stairs and steps, or otherwise move in a constantly changing environment Ability to drive non-commercial vehicles KEY COMPETENCIES To have a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with leadership team and team members To be decisive, accepting responsibility for making things happen, thinking ahead, and developing contingency plans To be an active listener, remaining present and open, providing verbal, non-verbal, and supportive feedback, and showing our respect and empathy with one another. To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance To be flexible, responding quickly and positively to changing environments To maintain high team focus via cooperation and support to other team members in the pursuit of department goals To be a positive role model and demonstrate the ethos of Kyle, Katina, Tony, and the management team
Each of the items listed is considered to be an essential function of the role. However, this list should not be construed as an exhaustive list of all the responsibilities of the position. Vertice Hospitality reserves the right to alter the duties of this role. * The above represents the expected pay range for this position, that we in good faith believe we would pay for this role at the time of this posting. This range may be modified in the future. Vertice Hospitality is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation in accordance with applicable federal, state and local laws. Vertice Hospitality is committed to hiring a diverse workforce, sustaining an inclusive culture, fostering an environment of continual improvement, and offering opportunities for growth and career development.
