“We believe that anybody we encounter, do business with, employ or host is equally as important as the other.”—Patrick Davila, director of operations
Tucked away in the serene landscape of St. Helena, the highly exclusive Meadowood Napa Valley is this years’ winner for Best Company to do Business With In Napa. Known for its elegant accommodations, the resort features a Michelin star restaurant as well as a casual dining option, The Grill, serene settings for high-level business conferences, pristine golf grounds, a spa, and is the site of the famous wine auction. But underlying all of these is a subtle yet essential quality that you may not even notice—until some challenge is smoothly resolved—how pleasant is it to do business with Meadowood.
“With us, it starts at the gates,” says Patrick Nayrolles, general manager. “First, you’re welcomed. Then, the bellman takes care of you, followed by the receptionist, and guest relations, and eventually you go back to the bellman who takes you to your room.” Every encounter is an opportunity for staff to make guests and clients feel welcome, to put them at ease and to anticipate their desires. “Luxury is when people do not have to ask for what they need, it’s simply offered,” says Nayrolles. Staff learn by following the most basic lesson of courtesy: “What I say often to the staff is, ‘Just put yourself in the shoes of the guest. How would you feel?’”
“One of the things we emphasize here is to take equal care of our guests, our staff and our vendors,” says Patrick Davila, director of operations. “We believe that anybody we encounter, do business with, employ or host is equally as important as the other.” The staff at Meadowood is hospitable, caring and strives to meet every need and exceed expectations. “That means, in every interaction, whether it’s a guest of a staff member or a vendor,” says Davila. Not that every interaction is without challenge. “We exert patience when dealing with difficult situations,” he says. “We also understand where our vendors are coming from and the degree of respect and patience we show for them sets us apart.”
Such consistent courtesy does not happen by accident. “The collective energy of our entire staff is what makes it happen,” says Davila. “It’s not a top-down approach. The same way we’re treating our staff is the same way we expect them to treat our guests, each other and our vendors. It’s more of a cultural expression than a mandate.”
Patrick Nayrolles, whose father was Meadowood’s very first general manager, carries the culture of the place as part of his own. “I’m honored to have a great team at Meadowood to work alongside,” he says. “They impress me every day. Challenges are faced and we handle them.” The staff takes nothing for granted. “After our guests leave our property, they receive an electronic letter that comes in their inbox asking them to answer a survey, and it’s always nice to read positive comments about our staff, mentioning them by name. In February of this year, the company was awarded the rare Triple Five Star Award from Forbes Travel Guide. “It’s a great achievement and something everyone at Meadwood is proud of,” says Nayrolles. “Now, we have to keep these five stars. That’s a challenge, and you have to work on that every day.”
