Front Office Manager - Task force w/onsite Accommodations

Hyatt Hotels Corporation; California (MO); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Savings Plan

Paid Time Off

Holiday Leave

Tuition Reimbursement

Hotel Stays Worldwide

Meal stipend

Gas stipend

Job summary

Alila Ventana Big Sur, part of the Hyatt Hotels family, seeks a Guest Experience Manager to lead daily guest service operations and deliver highly personalized journeys from arrival through departure.

Reporting to the Director of Guest Services, you will oversee Concierge, Guest Service Operators, bell/valet and Campground teams, coaching staff to uphold luxury service and a culture of care. Salary range $80,000 - $90,000 annually.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• 3-5 years of progressive guest service or front office leadership in luxury hotel or resort.
• Experience overseeing concierge or guest relations teams preferred.
• Experience in a destination resort or experiential luxury brand desirable.
• Exceptional interpersonal and communication skills with a calm, polished presence.

Responsibilities

• Lead daily guest service operations to provide a warm, personalized experience aligned with brand standards.
• Ambassador for the resort; anticipate needs, resolve concerns, create memorable moments.
• Handle escalated guest situations with empathy, discretion, and professionalism.
• Ensure cross-department communication to support guest itineraries and bespoke experiences.
• Provide direct leadership to Concierge, Guest Service Operators, bell/valet, and Campground teams.

Skills

Interpersonal skills

Leadership

Communication

Guest relations

Problem solving

Staff coaching

Calm, polished presence

Customer service orientation

Education

Bachelor's degree in Hospitality Management

Tools

Property Management System

Job description

Summary

Welcome to Alila Ventana Big Sur, where the sky, sea, mountains, and redwoods meet to create a sanctuary of inspiration and connection. Our luxury resort embodies authenticity and exceptional service, offering transformative guest experiences that honor our stunning Big Sur surroundings. Part of the Hyatt Hotels family, Alila Ventana seeks passionate individuals who thrive on genuine hospitality, teamwork, and creating meaningful moments that exceed expectations.

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

• Tuition reimbursement

• Complimentary Hyatt hotel stays worldwide

• Ventana Big Sur Perks: Complimentary daily meals and gas stipend for eligible employees

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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.