Summary:At Alila Ventana Big Sur, we create transformative experiences rooted in nature, mindfulness, and genuine hospitality. The Guest Experience Manager plays a vital leadership role in delivering seamless, intuitive, and personalized guest journeys from arrival through departure.
Reporting to the Director of Guest Services, this position provides direct oversight of Concierge, Guest Service Operators, and the Campground, ensuring exceptional service standards across all guest touchpoints. The ideal candidate is a thoughtful leader, strong communicator, and service professional who understands luxury hospitality, anticipatory service, and the importance of creating meaningful, unhurried experiences.
Key Responsibilities
Guest Experience & Service Excellence
- Lead daily guest service operations to ensure a warm, welcoming, and highly personalized experience aligned with Alila brand standards.
- Serve as an ambassador for the resort, proactively engaging with guests to anticipate needs, resolve concerns, and create memorable moments.
- Handle escalated guest situations with empathy, discretion, and professionalism, ensuring service recovery aligns with luxury expectations.
- Ensure seamless communication across departments to support guest itineraries, special requests, and bespoke experiences.
Leadership & Team Oversight
- Provide direct leadership and support to Concierge, Guest Service Operators, bell/valet and Campground teams.
- Coach, mentor, and develop colleagues through ongoing feedback, performance management, and training initiatives.
- Partner with the Director of Guest Services on staffing, scheduling, and succession planning to support operational needs.
- Foster a culture of care, accountability, and collaboration consistent with Hyatt and Alila values.
Salary Range: $80,000 - $90,000 annually. This is the base pay range we reasonably expect to pay for this position. Individual pay decisions will depend on a variety of factors, including experience, qualifications, education, and operational needs.
Compensation & Benefits
- Full-time, exempt position with eligibility for Hyatt's comprehensive benefits, including:
- Medical, Dental, and Vision insurance
- 401(k) Retirement Savings Plan with company match
- Paid Time Off and 7 observed holidays
- Complimentary Hyatt hotel stays worldwide
- Ventana Big Sur Perks: Complimentary daily meals and gas stipend for eligible employees
- Colleague housing may be available based on availability and experience
Qualifications:- Education & Experience
- Bachelor's degree in Hospitality Management, Business, or related field preferred.
- Minimum 3-5 years of progressive guest service or front office leadership experience in a luxury hotel or resort environment.
- Prior experience overseeing concierge or guest relations teams strongly preferred.
- Experience in a destination resort or experiential luxury brand is highly desirable.
- Skills & Competencies
- Exceptional interpersonal and communication skills with a calm, polished presence.
- Strong leadership abilities with a passion for coaching and developing teams.
- Ability to balance operational efficiency with highly personalized service.
- Strong problem-solving skills and sound judgment in guest-facing situations.
- Proficiency in property management systems and guest service platforms.
- Flexible availability, including evenings, weekends, and holidays as required.
