Guest Relations Manager Jobs in Santa Rosa, CA (NOW HIRING)

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people's lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.
Our Guiding Principles:
Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment
This position pays $22.00 hour
Position Summary
The Night Auditor delivers exceptional guest service while supporting overnight front office operations for The Meritage Resort and Spa. This role is responsible for ensuring a seamless overnight guest experience while completing daily financial reconciliation and audit processes in accordance with Forbes-level hospitality standards.
The Night Auditor serves as the primary overnight point of contact for resort guests, ensuring professional and personalized service throughout each interaction. This position supports operational efficiency by accurately handling guest arrivals and departures, billing procedures, overnight financial reconciliation, and daily reporting while contributing to a safe, welcoming, and well-prepared resort environment for the next business day.
The ideal candidate is a polished hospitality professional who thrives in an independent overnight work environment, possesses exceptional attention to detail, enjoys engaging with guests, and is committed to delivering memorable experiences while maintaining financial accuracy.
WHAT YOU WILL ACCOMPLISH
Key Responsibilities
• Welcome guests with a warm, professional, and engaging demeanor while delivering exceptional customer service throughout overnight check-in, check-out, and guest interactions.
• Process guest arrivals and departures efficiently, including room assignments, payment handling, billing accuracy, and key issuance.
• Complete the nightly audit process by balancing guest accounts, reconciling daily financial transactions, posting charges, and ensuring the accuracy of all front office revenue.
• Generate, review, and distribute required daily financial and operational reports in accordance with company standards and established deadlines.
• Anticipate guest needs and provide personalized service by responding to requests, offering resort information, and assisting with local recommendations and amenities.
• Handle guest concerns and service recovery situations professionally and promptly, escalating issues when appropriate to ensure guest satisfaction.
• Coordinate closely with Housekeeping, Engineering, Security, Reservations, Food & Beverage, and fellow Front Office team members to ensure seamless communication and overnight operations.
• Maintain accurate guest records, cash handling procedures, financial controls, and compliance with company policies, PCI standards, and safety guidelines.
• Prepare the Front Office for the morning shift by ensuring reports, guest accounts, room status updates, and operational communications are accurate and complete.
• Contribute to a positive and collaborative team environment while maintaining professionalism, confidentiality, and Forbes-level service standards at all times.
WHAT YOU WILL BRING
Qualifications
• Minimum 1-2 years of front desk, night audit, guest services, or hospitality experience preferred, ideally within a hotel or resort environment.
• Passion for hospitality and creating elevated guest experiences.
• Strong communication, interpersonal, and customer service skills.
• Ability to remain professional, composed, and self-directed while working independently in a fast-paced overnight environment.
• Strong organizational skills with exceptional attention to detail and financial accuracy.
• Ability to handle guest concerns with professionalism, empathy, and diplomacy.
• Experience with hotel Property Management Systems (PMS), preferably HMS, POS systems, and Microsoft Office applications preferred.
• Basic understanding of front office operations including reservations, cashiering, billing, guest relations, and daily financial reconciliation.
• Ability to work overnight schedules, weekends, holidays, and peak occupancy periods.
Great If You Have
• Previous Night Audit experience in a luxury hotel or Forbes-rated resort environment.
• Experience performing daily financial reconciliation, audit reporting, and balancing hotel revenue.
• Knowledge of Napa Valley hospitality, wineries, dining, and local attractions.
• Bilingual communication skills.
• Working knowledge of hotel accounting procedures, internal controls, and financial reporting.
We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.