Thompson Palm Springs Resort is seeking an exceptional VIP & Upper Stories Manager to serve as the curator of our most elevated guest journeys, overseeing the personalized experience for guests staying within the resort's exclusive Upper Stories 21+ accommodations, premium suites, and other high-priority VIP arrivals.
The VIP & Upper Stories Manager serves as the curator of our most elevated guest journeys, overseeing the personalized experience for guests staying within the resort's exclusive Upper Stories 21+ accommodations, premium suites, and other high-priority VIP arrivals. This role blends luxury guest relations, front office leadership, and personalized service execution to create unforgettable moments that exceed expectations and drive guest loyalty.
The ideal candidate is a charismatic hospitality professional with exceptional attention to detail, strong operational expertise, and a passion for creating highly personalized experiences. They will be equally comfortable leading a Front Office shift, engaging with high-profile guests, coordinating bespoke requests, and ensuring flawless execution behind the scenes.
This highly visible position reports directly to the Assistant Hotel Manager and Hotel Manager.
Key Responsibilities - Serve as the primary ambassador and experience curator for Upper Stories guests, suite guests, VIPs, repeat guests, and special arrivals.
- Lead all pre-arrival planning, guest preference management, itinerary coordination, amenity programming, and personalized communication efforts.
- Review daily arrivals and proactively identify opportunities to elevate guest experiences through customized service and thoughtful touches.
- Coordinate cabana reservations, special occasion experiences, dining reservations, transportation arrangements, and other guest requests.
- Conduct dedicated VIP and suite arrivals, providing personalized check-in experiences and seamless introductions to the resort.
- Maintain regular communication with guests before, during, and after their stay to ensure exceptional service recovery and guest satisfaction.
- Partner closely with Housekeeping, Food & Beverage, Spa, Security, Engineering, and Sales teams to execute guest experiences flawlessly.
- Support daily Front Office operations and act as Manager on Duty as assigned.
- Assist in overseeing front desk operations, service standards, training initiatives, and guest engagement programs.
- Monitor guest feedback, online reviews, and service recovery opportunities to continuously improve the luxury guest experience.
- Ensure all guest preferences, profiles, and stay histories are accurately maintained within Hyatt systems.
- Actively engage with guests throughout the resort, building relationships that foster loyalty and repeat visitation.
This is an exempt (salaried) role. The budgeted salary range for this position is
$72,000-$90,000. This is the pay range for this position that Thompson Palm Springs Resort reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors including experience and education. This position is NOT available for remote or Hybrid. Relocation available.
