At Meadowood, gracious hospitality defines the style of service and timeless, natural beauty, the sense of place. A rich company culture inspires staff to achieve the highest service standards in hospitality. Join the Meadowood team and experience the pride and teamwork of working alongside a dedicated team of professionals in a truly beautiful setting.

Position Summary

Through our Estate Host Program, Meadowood Napa Valley will provide an enhanced guest recognition and referral program building on our 50-year legacy of strong and impactful relationships, cultivating frequent and loyal patrons who choose to call Meadowood Napa Valley their home and center for wine and cultural enrichment in Napa Valley.

At Meadowood, the Senior Estate Host Concierge collaborates closely with the Estate Hosts, serving as a primary point of contact for each guest throughout their journey; before arrival, during their stay, and even after departure. This individual draws upon a wealth of knowledge and experience, thoughtfully supporting the team in anticipating and fulfilling every guest request.

Guests are embraced with a warm, personalized approach that evokes the feeling of being welcomed into a private home. Their reasons for visiting Napa Valley are deeply understood and thoughtfully nurtured, with each detail of their experience curated through expert planning, genuine care, and gracious hospitality.

Position Responsibilities & Work Activities

• Create personalized experiences that foster guest loyalty by serving as a dedicated point of contact and building meaningful relationships through a deep understanding of each guest’s preferences and motivations
• Conduct thoughtful pre-arrival outreach and post-stay follow-up while maintaining an organized and accurate database of loyal guests to support meaningful, ongoing relationships
• Provide a warm welcome, property orientation, and itinerary overview upon arrival
• Monitor all arrivals and departures, ensuring all preferences and requests are flawlessly executed
• Identify opportunities to surprise and delight guests through thoughtful recognition of milestones and special occasions
• Support Estate Hosts in crafting immersive, highly personalized itineraries by analyzing guest history, preferences, and stay patterns to proactively recommend tailored experiences and amenities while capturing feedback to continuously elevate future stays
• Respond to telephone calls and emails in a timely, professional manner while maintaining consistent and thoughtful communication throughout the guest journey
• Collaborate across all resort departments to ensure a seamless luxury experience
• Deliver all service interactions in accordance with Forbes standards
• Cultivates and strengthens relationships within the Napa Valley community, including wineries, restaurants, art organizations, and transportation partners
• Stay ahead of trends in wine, culinary, fitness, and cultural experiences to elevate guest offerings
• Meet monthly outreach goals that promote on-property amenities (Spa, Dining, Wine Center, Fitness, Tennis)
• Attend departmental and leadership meetings, contributing insights and recommendations
• Support team alignment and uphold consistency across the Estate Host program
• Maintain professionalism in all instances and interactions
• Complete all required trainings and participate in ongoing development
• Achieve proficiency in all hotel systems, programs, and procedures
• Adhere to all departmental and property-wide standards and protocols

Senior Estate Host Concierge Attributes

• Warm, gracious, and genuinely engaging, with an innate passion for hospitality and delivering thoughtful, personalized guest care
• Provides anticipatory, intuitive service before and throughout each stay
• Consistently shows genuine care and concern for guests, colleagues, and the Meadowood property

·         Take ownership of guest challenges, resolving concerns with professionalism and grace

• Apply a strong ability to read people and intuit needs, interests, and preferences, using thoughtful questions, conversation, and observation of body language to guide service
• Exercise strong discretion, sound judgment, and protect guest privacy at all times
• Highly organized and detail-oriented, with the ability to apply specialized knowledge and experience independently while managing priorities and executing responsibilities with efficiency
• Act as a positive ambassador of Meadowood Napa Valley, embodying its culture, values, and service philosophy while representing the property and its affiliated entities with professionalism and authenticity
• Communicate with clarity and polish through strong verbal, written, and technical skills
• Present a consistently polished, well-groomed, and professional appearance
• Self-motivated, disciplined, and solution-oriented, serving as a role model for Meadowood Napa Valley’s values while fostering a collaborative and supportive team environment
• Leverage experience and knowledge to make informed decisions independently
• Be well-educated, well-read, and well-traveled, with a refined perspective on luxury hospitality
• Remain calm, flexible, and solutions-oriented in a fast-paced luxury environment

Experience Requirements

• 10+ years Concierge and/or Hospitality role
• Experience with Forbes Five-Star Standards
• Bachelors or Associates Degree  
• Les Clef d’Or Membership (favored)
• Hotel Operating Systems – i.e. V1 or Opera
• Excel, Word, PowerPoint
• Experience with CRMs
• Concierge Itinerary Building Tools – i.e. Axus
• Valid CA Driver’s License
• Wine Education/Knowledge - Court of Master Sommeliers, WSE

Work Environment

• This is an on-site position at Meadowood Napa Valley and requires regular physical presence at the property.
• Primarily works within an office and luxury resort environment, with frequent movement throughout the property.
• Regularly works and communicates with multiple departments and all levels of the organization to coordinate guest experiences and ensure seamless service.
• Regularly interacts with Meadowood members, hotel guests, visitors, vendors, community partners, and colleagues.
• Requires the ability to communicate professionally and effectively with individuals from a wide variety of backgrounds, personalities, cultures, and communication styles.
• Position is highly guest-facing and requires professionalism, discretion, warmth, and composure at all times.
• Work may be performed in both indoor and outdoor areas of the property and may involve exposure to varying weather conditions.
• Must maintain a polished, professional appearance and adhere to Meadowood grooming and service standards.

Physical Requirements

• Ability to stand and walk for extended periods of time.
• Ability to sit and work at a computer, telephone, or workstation for extended periods.
• Frequent movement throughout the resort and guest areas.
• Ability to bend, reach, stoop, and perform routine physical movements associated with guest service responsibilities.
• Ability to lift and carry up to 25 pounds.
• Ability to safely operate a golf cart in accordance with Meadowood policies and safety procedures.
• Ability to safely navigate indoor and outdoor areas throughout the property.
• Manual dexterity sufficient to operate computers, telephones, tablets, golf carts, and other equipment necessary to perform the position.

Schedule & Availability

• This position requires on-site availability and is not a remote position.
• Must be available to work a flexible schedule based on resort operations and guest needs.
• Weekend and holiday availability is required.
• Must be available to work mornings, evenings, and varying shifts as business and guest needs require.
• Additional hours may be required during periods of high occupancy, special events, holidays, or increased business demand.
• Regular and reliable attendance is an essential requirement of the position.

Other Requirements

• Must be able and willing to safely operate a golf cart as part of regular job responsibilities and complete any required Meadowood golf cart safety training.
• Valid California Driver’s License is a plus.
• Must protect guest and member confidentiality and exercise discretion at all times.
• Must comply with all Meadowood policies, safety procedures, service standards, Forbes standards, and departmental protocols.
• Must successfully complete all required company training programs.
• Must maintain proficiency in applicable hotel systems, CRM platforms, itinerary-building tools, and other technology required for the position.
• Performs other duties as assigned.

Compensation:

The starting hourly rate for this position is $30.00 - $35.00 per hour.

• This is the rate Meadowood Napa Valley reasonably expects to pay. Final compensation will depend on factors such as experience, education, and other job-related qualifications. This position is eligible for service charge distributions and gratuities in accordance with company policy. Total compensation varies and is not guaranteed.

Benefits:

• Health insurance
• Vision insurance
• Dental insurance
• 401(k) matching
• Employee discounts
• Flexible spending account
• Health savings account
• Life insurance
• Pet insurance
• Vacation
• Sick Pay
• Paid holidays (10)
• Referral program
• Daily employee meals
• Uniforms
• On site parking
• Wine classes

Meadowood is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Meadowood is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. Please let us know if you need any assistance or accommodations due to a disability.