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Hotel Operator | Napa
Property Name
The Meritage Resort and Spa
Job Title
Hotel Operator | Napa
Company Name
The Meritage Resort and Spa
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
Bonus Pay
Position Categories
Customer Service

A Premier Hotel Management & Investment Company with Strategic Vision and Strong Core Values

Since 1987, Pacific Hospitality Group has maintained a strategic vision and strong core values as guiding principles for business success. With luxury hotel properties from Napa Valley to Southern California, PHG's growing portfolio of hotel and resort investments reinforces the company's cohesive vision and ensuing success.

PHG manages, develops, finances, and owns hotels and resorts located in California, Hawaii, Arizona and Louisiana. We currently own and manage 11 hotels and resorts, representing over 2,676 rooms and 203,650 square feet of premier indoor meeting and event space.

Job Description

Overnight Guest Services Agent - The Meritage Resort and Spa

Are you a team-oriented individual who enjoys a variety filled environment? Are you enthusiastic and a good communicator?  Are you a quality-driven leader with attention to details?

If the answer is YES, The Meritage Resort and Spa is looking for you! Just like the wine that inspired its name, The Meritage Resort and Spa is the perfect blend of wine tasting, dining, spa, beautiful event spaces, romance and indulgence— all in one California Wine Country hotel. 

Position Summary:

Handles incoming and outgoing internal and external phone calls. Answers basic inquiries pertaining to hotel services, room availability, and amenities. Assists with front desk/guest services as requested.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

  • Answers the switchboard and transfers calls to the appropriate office, department or guest room.
  • Transmits and receives messages using the appropriate equipment.
  • Answers inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Responds to lost and found inquiries.
  • Ensures customers and team members receive mail, faxes, packages and messages in a timely manner.
  • Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
  • Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
  • Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
  • Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

  • May make restaurant transportation or entertainment reservations for guests.
  • Assists with making room reservations if directed.
  • Receives work requests and guest requests by phone or email and forwards or reports/inputs the request according to department procedures. Uses radio to dispatch immediate needs to appropriate department. Reviews open tickets and follows up with staff to ensure work is completed. Closes completed tickets as directed.
  • Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (relevant experience, education and training):

  • Guest service or customer service experience desired.
  • Requires ability to serve needs of guest through use of the phone, computer and face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
  • Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
  • Requires ability to learn and use telephone and computer systems used at the hotel. Working knowledge and skills of computer operation (including proficiency in Word and Excel) required.
  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
  • Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
  • Completes all required training as scheduled.
  • Must maintain a clean appearance and professional demeanor.


Special Skills & Abilities/Mental and Physical Demands:

While performing the duties of the job the team member regularly sits for sustained periods of time. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate telephone/office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member regularly talks and hears to answer phones and communicate with guests or staff. Exerts up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The team member is required to have close visual acuity to view telephone console, computer terminal, documents and guests. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned. The team member is subject to inside environmental conditions. The noise level is usually quiet. The team member is subject to hazards that includes proximity to electrical current found in office related equipment The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.


About The Meritage Resort and Spa:

The Meritage Resort and Spa, an idyllic Napa Valley luxury hotel and resort, recently completed its renovation.  This 322 room resort has the most comprehensive event and meeting space in the wine country. This 4-Diamond Tuscan inspired resort includes private hillside vineyards as well as our Estate Cave featuring Spa Terra, a beautiful underground luxury spa, Trinitas Cellars Tasting Room and a grand Entertainment Cave for private dinners for up to 180 guests.

About Our Company:

Pacific Hospitality Group (PHG) has maintained a strategic vision and strong core values as guiding principles for business success.  With luxury hotel properties from Napa Valley to Southern California, PHG's growing portfolio of hotel and resort investments reinforces the company's cohesive vision and ensuing succe ss.  PHG manages, develops, finances, and owns hotels and resorts primarily located in California. Visit our website for a listing of our properties.

The Meritage Resort and Spa is an equal opportunity employer M/F/V/D


(ref. 28109)

Job Requirements

We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.