Hotel Operations Lead & Guest Experience Champion

Hyatt Hotels Corporation; Carmel-by-the-Sea (CA); On-site; USD 90,000 - 95,000; Full time

Job summary

Hyatt Hotels Corporation's Carmel Valley Ranch is seeking a dynamic Hotel Assistant Manager to lead day-to-day resort operations and deliver exceptional guest experiences. This role requires hands-on leadership across Front Office, Housekeeping, F&B, Spa, and Engineering to maintain luxury standards.

The ideal candidate has at least 3 years of hotel leadership, superb guest service skills, and a proven ability to coordinate multiple departments while coaching teams and ensuring safety adherence.

Qualifications

• Minimum 3 years of hotel or resort leadership experience.
• Luxury resort experience preferred.
• Strong understanding of front office operations and overall hotel departments.
• Exceptional guest service and conflict-resolution skills.
• Proven ability to work collaboratively across multiple departments.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Proficiency with Microsoft Office and hotel property management systems preferred.

Responsibilities

• Provide operational leadership across all resort departments with a primary focus on guest satisfaction and colleague engagement.
• Serve as Manager on Duty (MOD) and respond to guest inquiries, complaints, and service recovery opportunities.
• Actively engage with guests throughout the resort to anticipate needs and create memorable experiences.
• Support Front Office operations including arrivals, departures, VIP arrivals, room assignments, and guest communications.
• Coordinate with Housekeeping and Engineering teams to ensure rooms and public areas meet luxury resort standards.
• Partner with Food & Beverage, Spa, Recreation, and Events teams to ensure exceptional execution of guest experiences.
• Monitor daily operations, occupancy levels, guest feedback, and operational challenges and implement solutions as needed.
• Lead by example in delivering Hyatt's purpose of care and Carmel Valley Ranch's service culture.
• Assist department leaders with coaching, training, and development of colleagues.
• Support emergency response procedures and ensure compliance with safety and security standards.
• Participate in daily operations meetings, leadership meetings, and departmental briefings.
• Maintain knowledge of resort offerings, local attractions, activities, and guest programming.
• Prepare and communicate operational reports and summaries to leadership.

Skills

Leadership

Front Office

Guest Service

Collaboration

Communication

Organization

PMS & Office Tools

Tools

PMS Software

Microsoft Office

Job description

Hyatt Hotels Corporation's Carmel Valley Ranch is seeking a dynamic Hotel Assistant Manager to lead day-to-day resort operations and deliver exceptional guest experiences. This role requires hands-on leadership across Front Office, Housekeeping, F&B, Spa, and Engineering to maintain luxury standards.

The ideal candidate has at least 3 years of hotel leadership, superb guest service skills, and a proven ability to coordinate multiple departments while coaching teams and ensuring safety adherence.